Job Purpose:
Customer Experience Manager plays a strategic role within the MDU (Multi-Dwelling Unit) business team, aligning customer experience initiatives with sales and service goals across specific MDU product categories. This position is responsible for developing market strategies, managing customer-focused marketing campaigns, and supporting revenue and profitability objectives. Working collaboratively with sales, product management, and agency partners, this role is the voice of the customer and champion for innovative, solution-driven marketing efforts. This role will also focus on continuous improvement of the MDU customer experience by identifying service gaps, driving end-to-end process enhancements, and implementing best-in-class customer care strategies specific to multi-tenant environments.
Essential Functions:
- Lead strategy and execution of sales and customer satisfaction plans for the MDU consumer segment.
- Maintain regular, proactive communication with the MDU customer base to facilitate problem-solving, address day-to-day service needs, and support property management relationships.
- Analyze market data and manage marketing budget to optimize book of business advertising spend.
- Develop and execute mass marketing (TV, radio, print, digital), direct marketing, and promotional campaigns for MDU customer base.
- Conduct market research and customer observation to identify evolving needs.
- Enhance customer satisfaction and retention through targeted initiatives.
- Drive cross-product marketing by understanding overlapping solution areas.
- Serve as the customer advocate across internal teams, ensuring alignment with customer needs and expectations.
- Identify and improve MDU-specific customer journey touchpoints including onboarding, service delivery, technical support, and account management.
- Partner with internal teams to develop MDU customer feedback loops and implement closed-loop process improvements.
- Create and monitor KPIs related to MDU customer engagement and satisfaction, using insights to drive operational and service excellence.
- Collaborate with Customer Service and Field Operations to resolve pain points and scale consistent support models across properties.
Education:
Four years of College resulting in a Bachelor's Degree or equivalent
Certifications, Accreditations, Licenses:
Must have a valid driver's license
Relevant Work Experience:
5 to 7 years in related field
5--7 years of experience in a related marketing or business field.
Minimum 5 years of increasing responsibility in marketing roles within a service or B2B organization.
Special Knowledge, Skills and Abilities:
- Deep understanding of customer needs and market trends.
- Proven leadership and ability to build cross-functional alignment.
- Expertise in marketing planning, execution, and measurement.
- Strong communication and presentation skills.
- Innovative thinker with the ability to generate business-building ideas.
- Skilled at managing multiple priorities and meeting deadlines.
- Proficient in Microsoft Office (Excel, Word, PowerPoint), with a working knowledge of financial concepts.
- Familiarity with digital tools, website organization, and customer research platforms.
- Knowledge of MDU operational challenges and the ability to implement scalable improvements tailored to property-based customer environments.
Supervisory Responsibility:
This position does not have any supervisory responsibilities
Salary Range - $60k-$90k
Hawaiian Telcom
Dec 31, 2025