Customer Experience Program Manager

Let's introduce ourselves

The Manager – Customer Experience Programs drives measurable customer experience improvements across the retail network through targeted performance campaigns, training, in-store activations, and recognition initiatives. This role translates Voice of Customer insights and competitive benchmarks (e.g., J.D. Power, OSAT, NPS) into action-oriented programs that close performance gaps, strengthen premium brand perception, and deliver tangible commercial impact. Working cross-functionally this role ensures that customer experience strategy moves beyond reporting into visible, scalable execution that enhances retailer engagement and financial outcomes.

This role is located in Mahwah, NJ.

What you'll do

- Translate Voice-of-Customer and competitive insights into structured improvement initiatives with clear KPIs to evaluate scaling of successful ideas.
- Prioritize, plan and execute high-impact activations that bring our CX strategy to life at critical customer journey touchpoints.
- Identify, document, and scale retailer best practices to elevate overall network performance.
- Develop and manage CX Rewards & Recognition programs to highlight excellence and promote premium standards.
- Track and report program effectiveness, ensuring measurable linkage to customer satisfaction, loyalty, and commercial outcomes.
- Coordinate with regional CX leads to localize global campaigns and ensure consistent execution across markets.
- Collaborate with Brand, Quality, Product & global teams to ensure CX activations reinforce premium positioning and electrification readiness.
- Prepare executive updates and performance summaries highlighting program impact and ROI.
- Foster an action-oriented, customer-first culture across the retail network & internally.
- Lead the Americas CX Hub for in-regional alignment, and the US CX Acceleration Hub to promote cross-functional pain-point resolution.
- Host retailer CX forums to enable front-of-mind, measurable, customer-centric progress.

What you'll bring

- 5+ years of experience in Customer Experience, retail operations, brand activation, or program management.
- Proven ability to translate customer insights into structured improvement initiatives.
- Strong project management skills with experience managing simultaneous rollouts.
- Experience working cross-functionally in a matrix organization.
- Strong executive communication and presentation skills.
- Analytical mindset, highly organized, proactive, and outcome-driven.
- Customer-centric thinking with strong interpersonal influence skills.
- Advanced Microsoft Office skills (PowerPoint, Excel, Word).

You might also have:

- Experience working with J.D. Power, Medallia, or similar Voice of Customer platforms.
- Automotive or premium retail brand experience.
- Experience with Notion.

Salary Range:
• $93,482 to $173,609
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines