Camping World is seeking a Customer Experience Manager to join our growing team.

As the Customer Experience Manager, you'll be at the forefront of ensuring every interaction customers have with Camping World exceeds expectations. You will serve as the primary CX researcher and voice of the customer within the organization, advocating for their needs, preferences, and priorities working cross functionally. You will influence decision-making and drive organizational changes to better meet customer expectations and put Camping World at the center of the RV lifecycle.

Key Responsibilities:

• Develop and execute a comprehensive customer experience strategy in alignment with company objectives.

• Develop a CX research process that identifies and measures key customer interaction points within our matrixed customer journey as well as any gaps within our customer journey.

• Create an immersive secret shopping process that allows you to experience firsthand what our customers experience at every major interaction point with our business.

• Create an immersive secret shopping process that allows you to experience firsthand what customers experience at every major interaction point with our competitors.

• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer experience initiatives and drive continuous improvement.

• Collaborate with product, marketing, sales, and operations teams to ensure a seamless and consistent customer experience across all touchpoints.

• Drive initiatives to improve customer satisfaction, loyalty, and retention, including process improvements, training programs, and technology enhancements.

• Continuously monitor customer feedback through various channels and market trends to identify new opportunities for enhancing the customer experience and adapting strategies accordingly

• Identify key touchpoints in the customer journey and map out the end-to-end customer experience to understand pain points and areas for improvement

• Leverage technology solutions such as customer relationship management (CRM) systems, customer feedback tools, and analytics platforms to identify trends, pain points, and opportunities for enhancement.

Qualifications:

• Bachelor’s degree in business administration, marketing, or a related field; Master’s degree preferred.

• 5+ years of experience in customer experience and research role

• Proven track record of developing and implementing successful customer experience strategies that drive measurable results.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels.

• Analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions.

• Experience working in a fast-paced, dynamic environment with a focus on innovation and continuous improvement.

• Proficiency in CRM software, customer feedback tools, and other relevant technologies.

General Compensation Disclosure

The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current range is listed below.

Pay Range:

$69,825.00-$104,711.25 Annual

In addition to competitive pay, we offer Tuition Reimbursement, Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave, and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.