Customer Experience Program Manager

Job description

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 prom...