Customer Experience Manager
Customer Experience Communications Manager
Location: Buena Park, CA
Employment Type: Full-Time, Exempt
Salary Range: $91,000 – $125,000
About the Role
We are seeking a highly organized and proactive Customer Experience Communications Manager to oversee customer inquiries, feedback management, reporting, and cross-functional communications for a rapidly growing K-Bakery & Café franchise brand.
This role will serve as a key liaison between customers, operations, marketing, quality assurance, and leadership teams to ensure exceptional customer experiences, consistent brand messaging, and continuous operational improvement.
Key Responsibilities
Customer Experience Management
- Manage customer inquiries and feedback across multiple channels.
- Coordinate issue resolution with Operations, Marketing, Quality, and Store Leadership teams.
- Develop and maintain customer response templates and communication standards.
- Monitor customer sentiment and recurring issues.
- Prepare weekly and monthly reports highlighting trends, insights, and improvement opportunities.
- Support the implementation and optimization of customer service platforms and processes.
Communications & Reporting
- Ensure customer-facing communications align with brand standards and company messaging.
- Identify and escalate emerging customer issues that may impact brand reputation.
- Support executive reporting, FAQs, and internal communications with customer insights.
- Assist in developing communication strategies during operational changes and special situations.
Qualifications
- Bachelor's degree in Business, Communications, or a related field (or equivalent experience).
- 5+ years of experience in Customer Service, Customer Success, Communications, Support Operations, or related fields.
- Excellent written and verbal communication skills.
- Strong analytical and reporting skills with experience using dashboards, KPIs, and performance metrics.
- Experience with CRM systems, customer feedback platforms, or ticketing tools.
- Strong organizational skills with the ability to manage multiple priorities.
- Ability to collaborate effectively across departments and influence stakeholders.
Preferred Qualifications
- Experience in franchise, retail, hospitality, restaurant, or consumer-facing industries.
- Experience building customer service processes and scalable workflows.
- Korean language skills are a plus, but not required.
Why Join Us?
- Join a rapidly growing and well-established franchise brand.
- Opportunity to build and shape a newly created function.
- Collaborative and growth-oriented work environment.
- Competitive compensation and comprehensive benefits package.
How to Apply
Please submit your resume in PDF format to: