Natura - Interior Plant Design
Customer Experience Manager
Natura - Interior Plant Design, San Antonio, Texas, United States, 78208
Natura - Interior Plant Design provided pay range
This range is provided by Natura - Interior Plant Design. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $55,000.00/yr - $60,000.00/yr
Additional compensation types Annual Bonus
Direct message the job poster from Natura - Interior Plant Design
Results-Driven HR Professional creating environments where people THRIVE Job Title
Customer Experience Manager
Status
Full Time - Exempt
Reports To
CEO
Pay Rate
Base + Incentive
Schedule
8:00 AM – 5:00 PM M-F
Location
At Natura, we put People first. We are the leader in interior horticultural design, installation, and maintenance, with large divisions in exterior and holiday design, servicing all major markets in Texas and Florida. Through Faith and a culture of constant Learning, we take on complete Ownership of every project we create, and it shows in the Quality of our work. Since 1983, our mission of creating environments where people thrive has always been our number one priority. We are the leaders in enhancing built environments and are excited to be growing our team.
Core Values:
People – Place others’ needs first, respect everyone
Ownership - Own it and do it right; when in doubt, shout it out
Faith – Honor God in all things
Learning – Take initiative; keep learning
Quality – Nothing less than the best
Summary/Objective The
Customer Experience Manager (CXM)
owns Natura’s end-to-end customer experience, ensuring every interaction reflects the Natura Way and our mission of Creating Environments Where People Thrive. This role leads the Care Desk, sets service standards, and partners cross-functionally to deliver consistent, high-quality experiences across all branches.
The CXM is both strategic and operational, analyzing the customer journey to identify opportunities for improvement while driving proactive communication, customer satisfaction, retention, and long-term advocacy.
Essential Functions Customer Experience Leadership
Lead and develop Care Desk operations, ensuring prompt, professional, and proactive service.
Set and monitor service standards for response time, follow-up, and communication quality.
Coach team members to deliver service aligned with Natura’s Core Values.
Serve as the escalation point for high-priority customer issues, ensuring swift and consistent resolution.
Customer Experience Strategy
Design and implement customer experience strategies that strengthen relationships and retention.
Analyze customer feedback, surveys, reviews, and retention metrics to identify trends.
Develop proactive engagement strategies that improve loyalty and advocacy.
Serve as the voice of the customer across leadership discussions and initiatives.
Operational Excellence
Establish and track KPIs for customer satisfaction, retention, and Care Desk performance.
Manage CRM (HubSpot) data integrity related to service interactions and escalations.
Oversee COI requests and ensure consistent, timely fulfillment.
Standardize processes, documentation, and training across all branches.
Cross-Functional Collaboration
Partner with Branch Managers, Account Executives, and Operations to align on service expectations.
Collaborate with Marketing to share customer success stories and feedback trends.
Support continuous improvement initiatives tied to service delivery and customer outcomes.
Qualifications
5+ years in customer experience, client relations, or account management (service industry preferred).
Proven success in improving customer satisfaction and retention.
Strong understanding of CRM systems (HubSpot preferred) and customer journey mapping.
Excellent communication, analytical, and relationship-building skills.
Demonstrated ability to lead teams, manage escalations, and influence cross-functionally.
Core Competencies
People:
Builds trust through empathy, authenticity, and care.
Ownership:
Takes initiative and accountability for customer outcomes and executive duties.
Faith : Leads with optimism, integrity, and humility.
Learning:
Seeks feedback and continuously improves the customer experience and internal processes.
Quality:
Demonstrates precision, organization, and professionalism in all tasks, data, and communications.
Other Duties
This job description is not intended to cover or contain a comprehensive list of responsibilities or activities. Duties may change at any time with or without notice.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Sales and Business Development
Facilities Services
Benefits
Medical insurance
Vision insurance
401(k)
Tuition assistance
Disability insurance
#J-18808-Ljbffr
Base pay range $55,000.00/yr - $60,000.00/yr
Additional compensation types Annual Bonus
Direct message the job poster from Natura - Interior Plant Design
Results-Driven HR Professional creating environments where people THRIVE Job Title
Customer Experience Manager
Status
Full Time - Exempt
Reports To
CEO
Pay Rate
Base + Incentive
Schedule
8:00 AM – 5:00 PM M-F
Location
At Natura, we put People first. We are the leader in interior horticultural design, installation, and maintenance, with large divisions in exterior and holiday design, servicing all major markets in Texas and Florida. Through Faith and a culture of constant Learning, we take on complete Ownership of every project we create, and it shows in the Quality of our work. Since 1983, our mission of creating environments where people thrive has always been our number one priority. We are the leaders in enhancing built environments and are excited to be growing our team.
Core Values:
People – Place others’ needs first, respect everyone
Ownership - Own it and do it right; when in doubt, shout it out
Faith – Honor God in all things
Learning – Take initiative; keep learning
Quality – Nothing less than the best
Summary/Objective The
Customer Experience Manager (CXM)
owns Natura’s end-to-end customer experience, ensuring every interaction reflects the Natura Way and our mission of Creating Environments Where People Thrive. This role leads the Care Desk, sets service standards, and partners cross-functionally to deliver consistent, high-quality experiences across all branches.
The CXM is both strategic and operational, analyzing the customer journey to identify opportunities for improvement while driving proactive communication, customer satisfaction, retention, and long-term advocacy.
Essential Functions Customer Experience Leadership
Lead and develop Care Desk operations, ensuring prompt, professional, and proactive service.
Set and monitor service standards for response time, follow-up, and communication quality.
Coach team members to deliver service aligned with Natura’s Core Values.
Serve as the escalation point for high-priority customer issues, ensuring swift and consistent resolution.
Customer Experience Strategy
Design and implement customer experience strategies that strengthen relationships and retention.
Analyze customer feedback, surveys, reviews, and retention metrics to identify trends.
Develop proactive engagement strategies that improve loyalty and advocacy.
Serve as the voice of the customer across leadership discussions and initiatives.
Operational Excellence
Establish and track KPIs for customer satisfaction, retention, and Care Desk performance.
Manage CRM (HubSpot) data integrity related to service interactions and escalations.
Oversee COI requests and ensure consistent, timely fulfillment.
Standardize processes, documentation, and training across all branches.
Cross-Functional Collaboration
Partner with Branch Managers, Account Executives, and Operations to align on service expectations.
Collaborate with Marketing to share customer success stories and feedback trends.
Support continuous improvement initiatives tied to service delivery and customer outcomes.
Qualifications
5+ years in customer experience, client relations, or account management (service industry preferred).
Proven success in improving customer satisfaction and retention.
Strong understanding of CRM systems (HubSpot preferred) and customer journey mapping.
Excellent communication, analytical, and relationship-building skills.
Demonstrated ability to lead teams, manage escalations, and influence cross-functionally.
Core Competencies
People:
Builds trust through empathy, authenticity, and care.
Ownership:
Takes initiative and accountability for customer outcomes and executive duties.
Faith : Leads with optimism, integrity, and humility.
Learning:
Seeks feedback and continuously improves the customer experience and internal processes.
Quality:
Demonstrates precision, organization, and professionalism in all tasks, data, and communications.
Other Duties
This job description is not intended to cover or contain a comprehensive list of responsibilities or activities. Duties may change at any time with or without notice.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Sales and Business Development
Facilities Services
Benefits
Medical insurance
Vision insurance
401(k)
Tuition assistance
Disability insurance
#J-18808-Ljbffr