Customer Experience Manager

Purpose of the Role

SavATree is building a specialized customer experience organization designed to deliver consistent, responsive, and premium service across all markets.

The Customer Experience Manager will build, lead, and scale SavATree’s centralized inbound customer experience team. This team serves as the first touchpoint for prospective customers—responding to inbound phone calls and web inquiries, conducting initial discovery, documenting customer needs in CRM, and scheduling high-quality appointments with Sales Arborists.

This role is critical to driving organic growth and brand perception. The Customer Experience Manager will ensure every customer interaction reflects the SavATree brand—professional, consultative, friendly, and efficient—while delivering measurable performance results.

Essential Functions of the Role:

Inbound Lead Response Leadership

• Build and scale a centralized inbound team (anticipated ~12 team members at scale).
• Oversee all inbound phone calls and web form inquiries from prospective customers.
• Ensure rapid response standards, including call answer rate, calls handled, and a target of 60-second response time on inbound web inquiries.
• Establish scheduling best practices to convert inbound inquiries into high-quality appointments for Sales Arborists.
• Monitor call answer rates, speed-to-lead, and inquiry-to-appointment conversion metrics.
• Ensure CRM accuracy and proper documentation of all customer interactions within Microsoft Dynamics
• Ensure staffing aligns with incoming volume to maximize conversion opportunities.

Performance Management & Coaching

• Lead daily performance management of the inbound team through clear KPIs and accountability standards.
• Conduct regular one-on-one coaching sessions and team meetings.
• Utilize call recordings, AI-driven call analysis, and quality scoring to drive continuous improvement.
• Facilitate structured role-playing and skills development sessions to enhance consultative selling and customer engagement.
• Maintain a high-performance culture rooted in accountability, responsiveness, and customer delight.
• Identify common issues impacting conversion and build training modules to facilitate improvement across the team.
• Ensure proper reporting and dashboards are in place to enable full visibility into team performance.

Customer Experience & Quality Ownership

• Champion a “wow” experience in every customer interaction.
• Define and reinforce service standards aligned with the SavATree brand.
• Monitor customer satisfaction metrics tied to inbound interactions.
• Ensure appointments scheduled are high quality and aligned with field expectations (measured by downstream conversion).
• Address service breakdowns quickly and implement corrective coaching or process improvements.

Operational & Cross-Functional Partnership

• Partner closely with the VP of Inside Sales & Customer Experience on staffing models, coverage planning, and workflow optimization.
• Collaborate with branch and field leadership to ensure scheduled appointments meet quality standards.
• Assist with outbound follow-up activities during lower inbound volume periods as needed.
• Support ongoing process improvement initiatives within CRM and telephony platforms.

Performance Metrics

This role will be accountable for team performance across key measures, including:

• Call answer rate
• Speed-to-lead (including 60-second web form response target)
• Inbound inquiry-to-appointment rate
• Appointment quality and downstream conversion
• CRM documentation accuracy
• Customer satisfaction scores
• Quality assurance scores

Team Leadership & Talent Development

• Hire, onboard, and develop high-performing inbound representatives.
• Identify talent that reflects SavATree’s premium brand and customer-first philosophy.
• Build a culture of professionalism, responsiveness, and positive energy.
• Foster a team environment where customer delight and measurable growth are equally prioritized.

Qualifications for this Role:

Required

• Prior experience managing an inbound B2C contact center or inside sales team.
• Demonstrated success coaching representatives and driving performance accountability.
• Strong background in high-volume phone-based customer interactions.
• Experience managing KPIs such as answer rate, speed-to-lead, and conversion metrics.
• Proficiency using CRM systems (Microsoft Dynamics experience ideal but not required).
• Comfort navigating telephony platforms and contact center technology.
• Data-driven mindset with strong analytical and problem-solving skills.

Preferred

• Experience building a centralized inbound team.
• Experience utilizing AI to drive growth and team efficiency
• Background in home services or premium consumer service industries.
• Demonstrated success leading remote working sales teams.