Customer Experience (CX) Manager

Cleveland Brothers, the largest Cat dealer in Pennsylvania, northern West Virginia, and western Maryland, has an immediate opportunity for a Customer Experience (CX) Manager.

Position Summary:

Cleveland Brothers is seeking a strategic and data-driven Customer Experience (CX) Manager to lead the end-to-end customer journey. This role is not just about measuring satisfaction; it is about driving operational improvements that increase customer retention and lifetime value.

Using a deep understanding of dealership operations and market insights, the CX Manager will act as the "Voice of the Customer," identifying friction points in our Sales, Rental, Parts, and Service processes and collaborating with leadership to fix them. This role requires a balance of analytical thinking, process improvement, and the ability to influence cross-functional teams to adopt a customer-first mindset.

Primary Responsibilities:

1. Voice of the Customer (VoC) & Insights Engine (30%)

• Own the Net Promoter Score (NPS) Ecosystem: Manage the dealership's NPS program in strict alignment with Caterpillar's CX standards. Ensure governance, data integrity, and high response rates.
• The Closed Loop Process: Manage the daily workflow of customer feedback. Ensure that 100% of Detractor and Passive alerts are routed to the correct managers and that follow-up calls are completed and documented within 48 hours.
• Root Cause Analysis: Move beyond the "score." Analyze feedback text and survey data to identify systemic trends (e.g., "Parts availability is fine, but billing accuracy is low") and present these findings to the Executive Team.

1. Process Improvement & Journey Mapping (25%)

• Friction Reduction: Lead continuous improvement initiatives to streamline customer-facing processes. Work directly with Service Managers to redesign workflows that cause customer frustration.
• Journey Mapping: Create and maintain Current State vs. Future State maps for critical touchpoints (e.g., The Service Repair process, The Equipment Delivery process) to identify gaps in communication or execution.
• Operational Integration: Embed CX standards into operational procedures, ensuring that Customer Experience is a defined step in every transaction, not an afterthought.

1. CX Strategy & Culture Leadership (20%)

• Strategy Deployment: Partner with the Executive Team to define the annual CX roadmap. Set specific goals for Retention, Loyalty, and Ease of Doing Business.
• Culture & Training: Collaborate with Human Resources to integrate CX standards into new hire onboarding. Develop and deliver Service Excellence training modules for frontline staff (Technicians, Parts Counter, Sales Reps).
• Caterpillar Liaison: Together with the Director of Marketing, serve as the primary point of contact for Caterpillar regarding CX initiatives, ensuring the dealership remains compliant with programs and requirements.

1. Measurement, Reporting & ROI (15%)

• Dashboards: Maintain real-time dashboards that provide leadership with clear visibility into NPS performance, resolution times, and At-Risk revenue.
• Accountability Reviews: Together with the Director of Marketing, lead monthly/quarterly CX reviews with Divisional VPs. Challenge leadership on low-performing areas and celebrate high-performing branches.
• Churn Analysis: Work with Sales Operations to correlate NPS scores with customer spending behavior to prove the ROI of CX initiatives.

1. Reputation Management & Escalation (10%)

• Digital Reputation: Develop the strategy and process of managing all public customer reviews (Google, Facebook, etc.). Ensure responses are professional, timely, and aligned with brand voice.
• Escalation Protocol: Act as the secondary point of contact for severe customer grievances that cannot be resolved at the branch level. Mediate solutions that balance customer satisfaction with dealership profitability.

Skills / Knowledge / Qualifications:

Education & Experience:

• Education: Bachelor's degree in Business Administration, Operations Management, Marketing, or a related field.
• Experience: 5+ years of experience in Customer Experience, Operations, or Sales Support, preferably in a B2B, industrial, or heavy equipment environment.
• Industry: Knowledge of the heavy equipment, rental, or automotive dealership model is highly preferred.

Technical Skills:

• Data Analysis: Strong proficiency in Excel (Pivot Tables, VLOOKUP) is required. Experience with data visualization tools (Power BI, Tableau) is a strong plus.
• CRM Proficiency: Experience managing customer data and cases within a CRM (Microsoft Dynamics 365) is required.
• VoC Platforms: Experience with survey platforms is preferred.

Soft Skills & Competencies:

• Influence Without Authority: Demonstrated ability to drive change and hold others accountable without being their direct manager.
• Conflict Resolution: High emotional intelligence (EQ) and the ability to de-escalate tense situations with frustrated customers or internal staff.
• Process-Oriented: Ability to look at a mess of activities and document them into a clear, linear process flow.
• Change Management: Experience implementing new initiatives across a distributed workforce (multiple branches/locations).

Why Join the Cleveland Brothers Team:

• Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see you succeed! In addition to room to grow in this role, there are limitless opportunities across 30 locations whether you want to move up, or into another division of the company.
• Stability: Cleveland Brothers has been around for over 75 years. Experience tremendous job security in an essential role with an organization that is around for the long haul.

About Us: For nearly 80 years, Cleveland Brothers Equipment Co., Inc. has proudly served as the exclusive Cat dealer for western, central, and northeast Pennsylvania, northern West Virginia and western Maryland.

Since 1948, we've built a legacy as a trusted partner in the construction, mining, forestry and agricultural sectors.

From our 30 locations, we deliver comprehensive solutions, including high-quality new, used, and rental equipment, genuine parts, and expert service.

Beyond our extensive machinery offerings, we provide diverse solutions, such as industrial engines and generators, all supported by our knowledgeable team of professionals.

At Cleveland Brothers, we're more than a dealer; we're your dedicated partner committed to helping you achieve your goals. Discover how we can support your operations at www.ClevelandBrothers.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.