Customer Feedback Manager Jobs (NOW HIRING)

Description

Position Overview

The Customer Success Manager (CSM) is responsible for capturing, analyzing, and translating customer feedback and social media reviews into actionable business insights that improve the customer experience, drive a positive social presence, and support strategic decision-making. This role will monitor various customer feedback channels and social media platforms such as Facebook, X (Twitter), Trustpilot, BizarreVoice, and others; identifying leading-edge indicators within product reviews indicative of product quality or support services deficiencies. The CSM will contribute to Customer Service's objectives of developing proactive solutions that further drive a best-in-class customer experience. 

The ideal candidate combines strong analytical skills with customer empathy and has experience managing customer feedback programs, survey platforms, and reporting initiatives.

Responsibilities

Customer Feedback Program Management

Develop and manage a North America Sporting Goods (NASG) "Voice of the Customer" that encapsulates customer feedback and social media platform channels 

Design and administer customer surveys including NPS, CSAT, CES, and post-interaction surveys 

Monitor customer sentiment across surveys, reviews, support interactions, and social channels 

Maintain customer feedback databases and reporting systems 

Insights & Analytics

Analyze qualitative and quantitative customer feedback to identify trends, root causes, and opportunities 

Create dashboards, reports, and executive summaries that communicate customer insights clearly 

Translate customer feedback into actionable recommendations for leadership and business teams 

Measure and track customer experience KPIs over time 

Cross-Functional Collaboration

Partner with Product, Operations, and Customer Support teams to improve customer experience initiatives 

Facilitate regular Voice of the Customer review meetings with stakeholders 

Advocate for customer-centric decision-making across the organization 

Support customer journey mapping and process improvement initiatives 

Process Improvement

Identify recurring customer pain points and recommend solutions 

Assist with implementation and tracking of customer experience improvement projects 

Establish closed-loop feedback processes to ensure customer concerns are addressed effectively

Marginal Job Functions:

Other projects as needed.

Requirements

Education:

Bachelor's degree in Business, Marketing, Communications, Psychology, or related field

Experience:

3-5+ years of experience in customer support, customer experience, or related roles 

Experience with survey and feedback tools such as Qualtrics, Medallia, SurveyMonkey, or similar platforms 

Strong analytical and reporting skills 

Advanced proficiency in Excel and presentation tools 

Excellent written and verbal communication skills 

Ability to manage multiple projects and stakeholders simultaneously

Experience with CRM systems such as Salesforce

Knowledge of customer journey mapping and CX methodologies 

Experience with dashboard/reporting tools such as Power BI or Tableau 

Background in data analysis or market research

Other Requirements:

Zendesk, MS CRM, SAP, Shopify, Facebook reviews, Trustpilot, BizarreVoice, Sprout

Skills

Customer-centric mindset 

Strategic thinking 

Data interpretation and storytelling 

Communication and presentation skills 

Collaboration and influence 

Problem-solving and continuous improvement 

Attention to detail

Demonstrated effective interpersonal, verbal, and written communication skills.

Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current work processes, and assisting others when necessary.

Unwavering attention to detail and commitment to world-class quality.

Ability to embrace deadlines.

Able to project a positive and professional demeanor to all internal and external contacts.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs