Customer Experience And Corporate Gifting Manager

Customer Experience & Corporate Gifting Manager

At Milk Bar, our customers are everything—and we're looking for a Customer Experience Manager who shares that belief. In this role, you'll lead our Customer Experience (CX) team with a clear mission: deliver best-in-class service across every interaction while managing the full lifecycle of customer support, corporate ordering, and custom concierge experiences.

This role goes beyond resolving tickets—it's about transforming our service model into a hospitality-forward, high-performing, solutions-driven function. You'll be responsible for building team structure, optimizing processes, managing high-stakes orders, and developing a support culture that's fast, empathetic, and deeply aligned with the Milk Bar voice.

Key Responsibilities

Team Leadership & Customer Service Excellence

• Lead, coach, and grow a high-performing CX team to deliver exceptional support across email, phone, and chat.
• Set the tone for a brand-aligned, empathetic, and proactive service culture.
• Monitor team performance against KPIs, provide feedback, and drive continuous improvement in service quality.
• Own customer escalations with professionalism and urgency—turning pain points into moments of brand loyalty.
• Develop internal training guides, scripts, and workflows to ensure consistency in service and product knowledge.

Corporate & Concierge Order Management

• Oversee and execute custom, high-value, and corporate orders from inquiry to delivery—including bulk gifting, branded products, and event fulfillment.
• Act as the key contact for corporate clients, building trusted relationships and delivering a white-glove experience from end to end.
• Collaborate with fulfillment and logistics teams to align inventory, production, and delivery timelines for large or time-sensitive orders.
• Track and report on corporate order performance, including revenue contribution, fulfillment accuracy, and customer satisfaction.

Operations, Tools & Systems

• Own and optimize CX systems (NetSuite, Shopify, Kustomer, etc.) to improve visibility, reporting, and resolution speed.
• Audit and improve ticket tagging, escalation routing, and internal SOPs to reduce resolution time and increase efficiency.
• Partner cross-functionally with Logistics, Ecomm, Product, and Marketing to surface customer feedback and resolve root-cause issues.
• Coordinate closely with finance and sales ops on invoicing, tax, shipping compliance, and order configuration for corporate clients.

Success Metrics

• Response Time: 90%+ of customer messages responded to within 24 hours.
• Resolution Time: 100% of tickets resolved within 1 business day.
• First-Contact Resolution (FCR): Target 90%+ FCR across all channels.
• Corporate Order Accuracy: 98%+ error-free fulfillment rate on custom/corporate orders.
• Satisfaction Score: Maintain 90%+ CSAT.
• Refund Rate: Less than 5% of total revenue.
• Team Engagement: High employee engagement and performance across the CX team.

Qualifications

• 4+ years of experience in customer service, CX leadership, or client success—ideally in eCommerce, food, or hospitality.
• Proven track record managing and scaling support teams with measurable results.
• Experience handling corporate or enterprise-level customers with a concierge mindset.
• Proficient in NetSuite, ShipStation, Help Desk tools (e.g., Gorgias, Zendesk), and CRM platforms.
• Strong data orientation with experience building dashboards and reports to drive insights.
• Clear, persuasive communicator—especially under pressure—with exceptional emotional intelligence.
• Organized and proactive, with a knack for spotting inefficiencies and streamlining processes.
• Available during peak periods (holidays, gifting season, weekends) as needed.