Sr. Manager- Customer Experience
Please understand that all candidate inquiries will be held in the strictest of confidence.
ABOUT BARLETTA & WHY YOU’LL LOVE IT HERE:
Barletta is one of the fastest-growing brands in the marine industry—and we’re just getting started. As we continue to expand our footprint and grow market share, we’re building a team of leaders who are energized by momentum, take pride in premium craftsmanship, and care deeply about the experience our customers and dealers have long after delivery.
At Barletta, you’ll find a highly collaborative, employee-focused culture where people show up for one another, move quickly, and solve problems together. You’ll also enjoy some of the best cost of living in the country—so your career growth can go hand-in-hand with quality of life.
ABOUT THE ROLE:
The Senior Manager, Customer Experience is a critical leadership role at Barletta. You’ll lead our Customer Experience team of Retail and Dealer Advisors—one of the primary points of contact for our customers and dealer partners. This is a hands-on, highly collaborative role that partners closely with plant leadership and cross-functional teams to scale processes, strengthen dealer relationships, and deliver an exceptional ownership experience that matches the Barletta brand.
Barletta’s culture is what sets us apart. We’re committed to an employee-first environment where teamwork is real, communication is direct, and wins are shared. In addition to a Barletta Safe culture—where everyone works together to create a zero-harm work environment—we actively promote behaviors aligned with our Values: (1) Treat everyone like family, (2) Always do the right thing, and (3) Relentlessly pursue excellence; and our Leadership Expectations: (1) Connect with purpose, (2) Execute with excellence, and (3) Build the future.
WHAT YOU’LL DO:
1. Build and scale our Customer Experience strategy
o Partner with the VP of Customer Experience to shape and execute an enterprise CX strategy aligned with Barletta’s brand promise, values, and growth objectives.
o Lead initiatives that measurably improve satisfaction and loyalty (e.g., NPS/CSAT, repeat purchase, referral, and dealer advocacy) with clear goals, operating rhythms, and accountability.
2. Lead, coach, and develop a high-performing team
o Lead, coach, and develop a team that delivers world-class support to customers and dealers across channels (phone, email, and digital tools).
o Build onboarding, coaching, and enablement programs; set clear standards, review performance routinely, and develop future leaders.
3. Own escalation and resolution—protect the Barletta brand
o Own the customer escalation process, ensuring timely, consistent, and fair outcomes while strengthening trust with customers and dealers.
o Run a closed-loop Voice of Customer/Dealer process to capture feedback, find root causes, and drive corrective actions with Operations, Quality, Engineering, and Supply Chain.
4. Elevate quality and simplify service
o Establish quality standards for customer/dealer interactions and factory-service workflows (standard work, call/email quality reviews, documentation).
o Continuously improve tools, knowledge content, and processes to reduce rework, shorten cycle times, and increase first-contact resolution.
5. Plan resources and manage the budget
o Own departmental planning and budget management; allocate resources effectively and articulate ROI for CX investments (people, tools, training, process improvements).
6. Be the cross-functional connector
o Serve as a key connector between Customer Experience, Factory Service, Quality, Production, and other partners to create a seamless end-to-end ownership experience.
o Strengthen dealer partnership through clear communication paths, expectations, and service-level standards; resolve friction points quickly and professionally.
7. Drive results with metrics and operating cadence
o Define, track, and communicate key CX metrics and service health indicators (e.g., NPS/CSAT, response time, cycle time, first-contact resolution, backlog aging, repeat contacts).
o Build dashboards and an operating cadence that turns insights into action—prioritize improvements, remove barriers, and deliver measurable gains.
8. Create training that scales
o Design and deliver training for Customer Experience Advisors and partner teams (including dealer-facing content as appropriate) to ensure consistent, high-quality support.
o Build a strong knowledge-management discipline so information stays accurate, searchable, and easy to use.
9. Champion continuous improvement
o Lead continuous-improvement efforts (journey mapping, process simplification) to eliminate root causes and improve the customer and dealer experience.
10. Stay connected to the industry
o Represent Barletta at industry events, boat shows, and committees to stay current on trends and best practices.
Represent the company at industry events, boat shows, and committees to stay abreast of industry trends and best practices.
WHAT YOU’LL BRING:
· Bachelor’s degree required (business, communications, operations, or related field) and/or equivalent leadership experience. Marine, RV, automotive, or other durable-goods experience strongly preferred.
· Demonstrated people-leadership strength—coaching, accountability, and development—in an employee-focused culture.
· Exceptional attention to detail and follow-through.
· Ability to manage multiple priorities, stay calm under pressure, and adapt in a fast-moving environment.
· Highly organized and able to drive work to completion with minimal oversight.
· Proficiency with Microsoft Office; comfort working with dashboards and data sets (Power BI and Microsoft Dynamics 365 Business Central are a plus).
· Customer-obsessed, solutions-oriented, and energized by building processes that scale.
· Strengths you’ll use daily:
○ Written and verbal communication
○ Executive-level presentation and public speaking
○ Relationship building and stakeholder management
○ Structured problem-solving, prioritization, and data-driven decision-making
· Occasional travel required (approximately 10%).
Please understand that all candidate inquiries will be held in the strictest of confidence.
ABOUT BARLETTA & WHY YOU’LL LOVE IT HERE:
Barletta is one of the fastest-growing brands in the marine industry—and we’re just getting started. As we continue to expand our footprint and grow market share, we’re building a team of leaders who are energized by momentum, take pride in premium craftsmanship, and care deeply about the experience our customers and dealers have long after delivery.
At Barletta, you’ll find a highly collaborative, employee-focused culture where people show up for one another, move quickly, and solve problems together. You’ll also enjoy some of the best cost of living in the country—so your career growth can go hand-in-hand with quality of life.
ABOUT THE ROLE:
The Senior Manager, Customer Experience is a critical leadership role at Barletta. You’ll lead our Customer Experience team of Retail and Dealer Advisors—one of the primary points of contact for our customers and dealer partners. This is a hands-on, highly collaborative role that partners closely with plant leadership and cross-functional teams to scale processes, strengthen dealer relationships, and deliver an exceptional ownership experience that matches the Barletta brand.
Barletta’s culture is what sets us apart. We’re committed to an employee-first environment where teamwork is real, communication is direct, and wins are shared. In addition to a Barletta Safe culture—where everyone works together to create a zero-harm work environment—we actively promote behaviors aligned with our Values: (1) Treat everyone like family, (2) Always do the right thing, and (3) Relentlessly pursue excellence; and our Leadership Expectations: (1) Connect with purpose, (2) Execute with excellence, and (3) Build the future.
WHAT YOU’LL DO:
1. Build and scale our Customer Experience strategy
o Partner with the VP of Customer Experience to shape and execute an enterprise CX strategy aligned with Barletta’s brand promise, values, and growth objectives.
o Lead initiatives that measurably improve satisfaction and loyalty (e.g., NPS/CSAT, repeat purchase, referral, and dealer advocacy) with clear goals, operating rhythms, and accountability.
2. Lead, coach, and develop a high-performing team
o Lead, coach, and develop a team that delivers world-class support to customers and dealers across channels (phone, email, and digital tools).
o Build onboarding, coaching, and enablement programs; set clear standards, review performance routinely, and develop future leaders.
3. Own escalation and resolution—protect the Barletta brand
o Own the customer escalation process, ensuring timely, consistent, and fair outcomes while strengthening trust with customers and dealers.
o Run a closed-loop Voice of Customer/Dealer process to capture feedback, find root causes, and drive corrective actions with Operations, Quality, Engineering, and Supply Chain.
4. Elevate quality and simplify service
o Establish quality standards for customer/dealer interactions and factory-service workflows (standard work, call/email quality reviews, documentation).
o Continuously improve tools, knowledge content, and processes to reduce rework, shorten cycle times, and increase first-contact resolution.
5. Plan resources and manage the budget
o Own departmental planning and budget management; allocate resources effectively and articulate ROI for CX investments (people, tools, training, process improvements).
6. Be the cross-functional connector
o Serve as a key connector between Customer Experience, Factory Service, Quality, Production, and other partners to create a seamless end-to-end ownership experience.
o Strengthen dealer partnership through clear communication paths, expectations, and service-level standards; resolve friction points quickly and professionally.
7. Drive results with metrics and operating cadence
o Define, track, and communicate key CX metrics and service health indicators (e.g., NPS/CSAT, response time, cycle time, first-contact resolution, backlog aging, repeat contacts).
o Build dashboards and an operating cadence that turns insights into action—prioritize improvements, remove barriers, and deliver measurable gains.
8. Create training that scales
o Design and deliver training for Customer Experience Advisors and partner teams (including dealer-facing content as appropriate) to ensure consistent, high-quality support.
o Build a strong knowledge-management discipline so information stays accurate, searchable, and easy to use.
9. Champion continuous improvement
o Lead continuous-improvement efforts (journey mapping, process simplification) to eliminate root causes and improve the customer and dealer experience.
10. Stay connected to the industry
o Represent Barletta at industry events, boat shows, and committees to stay current on trends and best practices.
Represent the company at industry events, boat shows, and committees to stay abreast of industry trends and best practices.
WHAT YOU’LL BRING:
· Bachelor’s degree required (business, communications, operations, or related field) and/or equivalent leadership experience. Marine, RV, automotive, or other durable-goods experience strongly preferred.
· Demonstrated people-leadership strength—coaching, accountability, and development—in an employee-focused culture.
· Exceptional attention to detail and follow-through.
· Ability to manage multiple priorities, stay calm under pressure, and adapt in a fast-moving environment.
· Highly organized and able to drive work to completion with minimal oversight.
· Proficiency with Microsoft Office; comfort working with dashboards and data sets (Power BI and Microsoft Dynamics 365 Business Central are a plus).
· Customer-obsessed, solutions-oriented, and energized by building processes that scale.
· Strengths you’ll use daily:
○ Written and verbal communication
○ Executive-level presentation and public speaking
○ Relationship building and stakeholder management
○ Structured problem-solving, prioritization, and data-driven decision-making
· Occasional travel required (approximately 10%).