Client Experience Manager

 

THE COMPANY

Luster specializes in high-tech experiential activations that enable event guests, fans, and social followers, to engage with brands in truly unique ways. In 2011, we invented Hashtag Printing and today our products have been featured at over 1,500 events in 200 cities across the world, including iconic cultural experiences like the Grammy Awards, Olympics, Super Bowl, and Comic-Con International. Headquartered in Brooklyn, NY, our offices now wrap the globe in ten different countries.

With an ever-growing client list, we’re growing our Client Experience Team within our Operations Department adding new team members to keep up with our company growth. The Client Experience Manager is a new position reporting to the Director of Operations.

THE OPERATIONS TEAM

Here at Luster our clients are at the core of everything we do.  We strive to provide an incredible client experience at each and every event, and the operations team is responsible for taking care of all the details that go into making that happen. The operations team is made up of the Client Experience Team, our Event Operators, and Hardware Specialists. We pride ourselves on being incredibly organized, amazing problems solvers, passionate about what we do, and always up for a good laugh.

 

THE JOB

The Client Experience Manager oversees, trains, and manages our team of Client Specialists who are responsible for creating a flawless client experience. The role is comprised of three primary responsibilities:

People management and leadership

  • Lead and manage a team of 3 - 5 client support specialists, including both client facing and technical support

  • Take full responsibility for team performance and career development

  • Hire and train new team members to keep up with Luster’s growth

  • Contribute to a fun, friendly work environment that is always looking to evolve and improve

Client Management

  • Evaluate current state of client journey, identify pain points, and find opportunity for improvement

  • Develop ideal future client journeys

  • Provide guidance for how to navigate challenging client situations

  • Standardize client communication to capture brand voice, and improve ability to easily repeat a consistent client experience

  • Conduct client research to understand what clients need, want, and value

  • Collect and analyze data to develop solutions to improve the client experience

  • Be the liaison between various stakeholders including client, sales, creative, and onsite staff

Operational excellence

  • Identify and drive improvements to our workflows and processes

  • Participate in the preparation of operating budgets and forecasts

  • Ensure adequate staffing to maintain service levels and employee satisfaction

  • Strategize, research, plan and implement new technologies and support channels to our customer experience 

EXPERIENCE AND SKILLS

  • 5+ years of work experience in account/client management

  • Experience hiring and managing a client management team

  • Proven ability to improve a customer experience and communication strategy

  • Strong communication skills

  • Excellent analytical skills and the ability to use spreadsheets and other tools to make a data-driven business case

  • Demonstrable understanding of the client lifecycle in a services business

  • Exceptional organizational skills

  • Strong problem solving skills and an insatiable desire to improve yourself, others around you and the business in general

  • A creative and entrepreneurial mindset, always looking for ways to improve our product and operational processes

  • An ability to thrive in a growing, and changing organization

 

BENEFITS AND COMPENSATION

  • Work at a company unlike any other in the world and have the opportunity to make a real impact.

  • Fun, creative and challenging work environment. Everyone learns something new every single day.

  • Health, Dental and Vision Insurance.

  • We encourage employees to take as much vacation they feel is appropriate, necessary, and/or desired. There is no theoretical cap, as long as goals are being met.

OUR CULTURE
We have a laid back environment where everyone expects everyone else to do great work without needing to be chased or prodded. We rely heavily on each other to deliver the best work possible.  We like to celebrate our wins and enjoy life.

HOW TO APPLY

Use the form on this page to submit your CV. Candidates who wish to stand out are encouraged to send us a video introducing yourself. The video should be no longer than 60 seconds, so sharpen your elevator pitch and tell us why you're a great fit.  

Please send us the link to a video on the site of your choice. If you use YouTube, please do not set the video to be private (unlisted videos are fine). If we need a password to view your video, be sure to include it.


 

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