Customer Experience Manager

Requirements

• 3-5+ years in customer experience, customer service, hospitality, retail support, or digital support roles.
• Strong written communication skills with the ability to convey clear, professional, brand-aligned responses.
• Experience managing high-volume customer inquiries with accuracy and empathy.
• Experience with Gorgias, ERP, 3PL Warehousing and Shopify preferred
• Ability to collaborate effectively, hold others accountable, and take ownership of function
• Strong problem-solving skills with the ability to navigate complex customer concerns.
• Organized, detail-oriented, and able to manage multiple open cases simultaneously.
• Salary Range: $80,000 - $90,000
• Aimé Leon Dore is from Queens, NY. With a strong focus on simple yet powerful design, we are driven to create timeless work by portraying an aesthetic that is uniquely our own.

Additional Information

Aimé Leon Dore is looking for a Customer Experience Manager to join our team in New York, New York, reporting directly to Director of Domestic Operations. This position will support ALD's end-to-end customer journey by overseeing and resolving customer issues across all channels. This role serves as a central point of contact for customer concerns, ensuring timely, accurate, and brand-aligned responses while partnering with internal teams to keep the customer experience smooth and consistent. Duties and Responsibilities Lead, mentor, and develop a high-performing CX team, fostering a customer-first mindset by implementing regular coaching/QA, managing clear performance goals, providing feedback, and development pathways. Address a broad range of customer concerns, including post-purchase questions, product issues, service complaints, delivery delays, order discrepancies, store interactions, and general feedback. Maintain ALD's service tone and brand voice in all digital communications while delivering efficient, solutions-oriented resolutions. Serve as the primary CX liaison with internal teams, to ensure voice-of-customer insights are shared and actioned. Partner with all internal teams to align CX initiatives with product rollouts, marketing campaigns, and operational changes, while representing the CX function in cross-departmental communications Work with fulfillment, logistics, and operations teams to troubleshoot order-related concerns, including shipment errors, delays, or damaged goods. Support operational and service improvements by documenting issue trends and proposing small-scale workflow enhancements, while owning strategic decision-making. Identify, lead, evaluate, and deploy workflow automation, AI/chatbot integration, and process digitization to enhance team efficiency and customer self-service. Monitor, analyze, and report on key CX metrics to inform strategy and performance, while regularly presenting performance reports and insights to leadership. Champion a culture of continuous improvement, proactively identifying friction points and implementing solutions. Establish, track, and exceed departmental and personal KPIs - while setting a roadmap for future performance benchmarks.

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