Customer Experience Strategist

Job Description

Join one of the fastest growing companies in America, recently recognized as an Inc. 5000 award-winning company with more than 400 percent growth over the past three years. Silencer Central is passionate about the compliancy, knowledge and community education in firearm sound suppression and making silencer buying simple since 2005. Apply today!

Classification: Full time; Exempt

Shift: Monday – Friday, core hours 8:00am-5:00pm

Location: On-site 

Job Summary:

At Silencer Central, we believe that Customers + Integrity = Winning. The Customer Experience Strategist helps shape and execute our customer experience strategy, ensuring every interaction our customers have with Silencer Central and BANISH is simple, seamless, enjoyable, and aligned with our business objectives. This role will work closely with cross-functional teams to analyze customer feedback, identify pain points, and develop solutions that enhance the overall customer journey.

Essential Functions:

• Work at the direction of the Head of Customer Experience to analyze, map, and optimize the end-to-end customer journey across all touchpoints.
• Design and manage customer experience initiatives that drive engagement, satisfaction, and revenue.
• Apply continuous process improvement methodologies to customer communication and engagement.
• Partner with marketing to create and maintain customer personas used to inform customer experience strategy and personalization.
• Partner with customer service to provide service recovery and customer outreach as appropriate.
• Assist the Community Manager with online response and engagement.
• Support the Voice of the Customer strategy by helping to gather and analyze customer feedback through surveys, interviews, and data analytics tools.
• Track and report on key performance indicators related to customer experience, such as star-ratings, NPS, CSAT, contact rate, and customer lifetime value.

• Stay up to date with industry trends and emerging technologies related to customer experience and the firearms and consumer retail industries.

   

Requirements:

• Bachelor's degree in marketing, business, or communications required.
• 2-3 years of experience in customer experience, customer service, or marketing/PR required with experience in direct-to-consumer retail, e-commerce, SaaS, or other customer-focused sectors required.
• Strong analytical skills with the ability to interpret complex data sets and draw actionable insights required.
• Understanding of customer journey mapping, persona development, and experience design, as well as knowledge of design thinking principles preferred.
• Experience with customer feedback tools, CRM/ERP systems, and analytics platforms preferred.
• Excellent communication and collaboration skills with the ability to work effectively in a cross-functional team environment.
• Strong problem-solving skills and a passion for improving customer experiences.
• Strong project management skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Compensation and Benefits:

Salary: $54,830 - $74,000 DOE. Silencer Central offers a competitive total compensation package that includes:

• Profit Sharing and Incentive Bonus
• Unlimited PTO
• Company Paid Holidays
• Health insurance: Copayment Plus Plan or High Deductible Health Plan with $1500-$3000 HRA Contribution
• Dental insurance
• Vision insurance
• LTD and STD insurance
• Company Paid Life Insurance
• EAP
• Colonial Life
• 401(k) with company match
• Employee Discount Program
• Free snacks and drinks

Apply today and join our amazing team! Our business is growing and we need motivated people to help us continue our success!