Whitaker Dog is looking for an experienced ONSITE Customer Retention & Experience Manager to join our growing team!
If you're passionate about creating exceptional customer experiences, building lasting client relationships, and driving membership retention, we'd love to hear from you. This is a leadership role where you'll help shape the client journey from onboarding through long-term loyalty while working closely with multiple departments to ensure an outstanding experience for every customer.
Location: 717, Ivy Street, Glendale, CA
Schedule: Monday-Friday, (8:00 AM - 5:00 PM PST)
Compensation: $72k annual + Bonuses
Send your application to [email protected] with the subject line "APPLICANT | CX MANAGER". In your email, include a brief introduction about yourself and a copy of your resume. Only applications sent via email are considered.
Required Experience
- 3-5+ years of experience in Customer Experience (CX), Customer Success, Client Relations, Account Management, or Customer Retention.
- 3+ years in a leadership, management, or supervisory role.
- Proven track record of improving customer retention, customer satisfaction, or client loyalty.
- Experience handling escalated customer concerns and resolving conflicts professionally.
- Experience creating and improving customer processes, SOPs, and service standards.
- Comfortable working with CRM systems and reporting on KPIs.
- Experience managing or coaching customer service teams, VAs, or administrative staff is highly preferred.
Tasks and Responsibilities:
- Execute and refine the new-client “wow” onboarding: high-quality photos, a warm welcome, orientation highlight reel, and attentive first-day communication
- Own the board-and-train and premium board-and-train welcome and ongoing experience
- Run the customer touchpoint cadence: 7-day check-in, 30-day review, quarterly satisfaction pulse, renewals, and milestone / dog-birthday recognition
- Generate and respond to Google and Yelp reviews; manage overall reputation
- Champion PERSONALIZED social-media engagement and content for both departments (reply, tag, create)
- Set and supervise VA / CSR communication standards on Textline to restore the human touch
- Run win-back campaigns and reactivation offers for lapsed members
- Track satisfaction (CSAT / NPS) and flag at-risk clients before they leave
- Serve as the point-person for client conflicts and the liaison for client-facing emergency communication
- Support the GM and Head Trainer by absorbing customer-experience workload and conflict resolution
- Maintain the Dog Profile / client history so the team knows each dog and its owner
- Report retention, reputation, and satisfaction metrics on a weekly, monthly, and quarterly cadence
Technical Skills
- Strong proficiency with CRM platforms (GoHighLevel experience is a plus).
- Experience using customer communication platforms such as Textline or similar SMS tools.
- Familiarity with Square, Shopify, or other payment/membership systems.
- Comfortable using Google Workspace, spreadsheets, and reporting dashboards.
- Basic understanding of social media engagement and online reputation management.
- Customer satisfaction (CSAT/NPS) survey tools
- Onboarding and customer experience SOPs
- Win-back campaigns and client re-engagement workflows
Personality & Core Traits
- Optimistic, positive, and customer-focused.
- Empathetic and professional, especially in challenging situations.
- Calm under pressure with strong conflict-resolution skills.
- Determined, proactive, and solutions-oriented.
- Excellent communicator with strong interpersonal skills.
- Collaborative team player who builds strong relationships.
- Highly organized, detail-oriented, and accountable.
- Committed to continuous improvement and using data to drive decisions.
Pay: $70,000.00 - $72,000.00 per year
Work Location: In person
