Customer Experience (CX) Manager, Bet-David Consulting

Customer Experience (CX) ManagerBet-David Consulting (BDC) serves over 10,000+ entrepreneurs across 60+ countries through business consulting, media, and technology. Our clients do not just purchase services they invest in growth, transformation, and belief. Reporting to the General Manager of BDC, the Customer Experience (CX) Manager will architect and operationalize a world-class "surprise and delight" function that turns customers into raving fans. This is not a support role. This is a brand-defining role. You will monitor feedback in real time, respond authentically to criticism, celebrate wins publicly, proactively reach out to customers, and design unexpected experiences that deepen loyalty and advocacy. The successful candidate will have the opportunity to work across our integrated lines of business including BDC (with over 10,000 clients globally), Valuetainment Media (hosting renowned celebrities and achieving 1.6 B views per quarter), and Minnect (with over 160k users).Job ResponsibilitiesVoice of the Customer (VoC)Design and manage a centralized customer feedback loop across BDC, Valuetainment, and MinnectMonitor NPS, reviews, testimonials, surveys, social media, event feedback, and direct client communicationsIdentify themes and translate feedback into executive insights and action plansBuild dashboards and reporting cadences for leadershipSurprise & Delight StrategyCreate and execute proactive moments for clients (e.g. unexpected gifts, personalized messages, milestone celebrations, handwritten notes, surprise upgrades, etc.)Develop scalable playbooks for high-impact, low-cost loyalty momentsPartner with the Events, Marketing, and Product teams to embed experiential excellence across the customer journeyAuthentic Response & Reputation ManagementPersonally respond to customer praise and criticism with empathy and brand voice alignmentTurn detractors into advocates through thoughtful resolutionProtect and elevate brand reputation across platformsProactive Outreach & Relationship BuildingConduct surprise check-ins with clients and prospectsIdentify at-risk accounts before churn occursCreate structured touchpoint rhythms for high-value clientsGather qualitative insights directly from customersBuild the FunctionEstablish CX SOPs, systems, and toolsDefine KPIs (e.g. NPS, CSAT, retention, referral rate, lifetime value)Hire and build a high-performance CX team as scale demandsPartner cross-functionally with Sales, Marketing, Product, and OperationsWhat Success Looks Like (Year 1) The Customer Experience (CX) Manager will be evaluated on outcomes, not activity, including:Measurable increase in NPS and client retentionDecrease in response time to customer feedbackDocumented "surprise & delight" stories shared across the organizationClear VoC reporting embedded into executive decision-makingA scalable CX playbook ready for team expansionRequired Experience & Capabilities Required5+ years in Customer Experience, Customer Success, Hospitality, Brand Experience, or similar rolesDemonstrated ability to design customer journeys and improve retentionExceptional written and verbal communication skillsHigh emotional intelligence and conflict-resolution abilityHighly proactive. You don't wait for complaintsSystems-oriented thinker who can operationalize creativityEntrepreneurial mindset aligned with a high-growth environmentPreferredExperience in consulting, media, SaaS, or high-end hospitalityBuilt of scaled a CX teamFamiliarity with NPS frameworks and CRM systemsLeadership & Cultural FitThinks and acts like an ownerBias for action and speedComfortable with transparency, debate, and direct feedbackObsessed with results and continuous improvementHigh standards for themselves and their teamCompensation & GrowthCompetitive base salaryPerformance-based incentives tied to retention, NPS, and referral growthEquity programComprehensive Benefits Package including 401(k) with company matchBet-David Consulting is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.