Customer Experience and Key Accounts Manager

• 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

• 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

• 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