BrainWorks has partnered with a fast-growing U.S. manufacturing organization backed by a global parent company. The business is scaling rapidly and investing in people, processes, and customer experience to support continued growth across a franchise-based network.
The Customer Experience Manager will report to the Vice President of Sales & Marketing and will be responsible for owning and elevating the end-to-end customer and franchisee experience for the U.S. business. This is a hands-on leadership role focused on team development, process improvement, responsiveness, and building trusted relationships with franchise partners in a growing organization. The ideal candidate brings strong people leadership, resilience, and a practical, execution-oriented mindset in a B2B or franchise-based environment.
Key Responsibilities:
- Serve as the primary point of contact for franchise partners and customers, acting as a trusted ambassador for the brand
- Lead, coach, and develop the Customer Experience team, establishing clear expectations, workflows, and service standards
- Improve response times, communication consistency, and escalation management across the customer and franchisee journey
- Oversee day-to-day customer interactions including order management, issue resolution, and communication.
- Build and implement customer service processes, playbooks, and onboarding tools for franchise partners
- Manage and resolve customer and franchise escalations professionally and efficiently
- Partner closely with Sales, Operations, Manufacturing, and Account Management to ensure seamless issue resolution
- Track and manage core customer experience KPIs, including response time, resolution time, repeat issues, and customer feedback
- Gather and synthesize customer and franchisee insights through direct feedback, focus groups, and ongoing engagement to drive continuous improvement
- Reduce dependency on external or international customer management by building strong local ownership and structure
- Support franchise onboarding, engagement initiatives, and key events
Desired Experience:
- 5+ years of experience in customer experience, customer service, account management, or related roles
- Prior people management experience required, preferably leading small to mid-sized teams
- Experience supporting franchise, dealer, or B2B customer environments strongly preferred
- Background in high-volume service or call-center environments strongly preferred
- Strong communication skills with the ability to manage difficult conversations and escalations
- Process-oriented, organized, and comfortable building structure in a growing organization
- Resilient, adaptable, and confident operating in a fast-paced environment
- Bachelor’s degree preferred
- Willingness to work onsite in the Dallas–Fort Worth area
- Experience in manufacturing, building products, or window coverings is a plus
Benefits:
- Competitive compensation package with bonus opportunity.
- Comprehensive health benefits and 401(k).
- Paid time off.
- Opportunity to shape and elevate customer experience function within a growing, premium brand.
BrainWorks offers several distinct practice areas, each directed by a Partner with extensive experience, and knowledge of current trends and industry challenges in their specific discipline. BrainWorks practice areas include the following: Accounting & Finance; Accounting & Finance Interim; Analytics, Data Science & Data Governance; Commodities Technology & Trading; Consumer Products; CRM & Direct Marketing; Cybersecurity; Ecommerce & Digital Marketing; Human Resources; IT & Data Engineering; Market Research & Consumer Insights; Operations & Supply Chain; Private Equity & Portfolio Company Leadership; and Sales.
BrainWorks prides itself on quality, speed and GUARANTEED RESULTS, delivered through our unique QUASAR approach. When you partner with BrainWorks, your company will receive intelligence and industry expertise from consultants who are trustworthy, caring and passionate about your business needs. https://brainworksinc.com
BrainWorks specializes in connecting industrial organizations with top-tier talent to drive operational excellence and business performance. Our Industrial Practice partners with organizations ranging from start-ups to Fortune 100 companies to deliver exceptional professionals who align with your business goals and industry demands.
With extensive knowledge of the challenges and opportunities in the industrial sector, our consultants leverage deep expertise and a vast candidate network to provide tailored solutions. Through our proven process BrainWorks delivers quality, speed, and results. Learn more at brainworksinc.com.
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Industry 1: Consumer Services
Industry 2: Consumer Goods
Industry 3: Building Materials
Job ID: 52036380588
Category: Industrial
Location: Ft Worth, TX