Customer Experience Manager

At Natura, we put People first. We are the leader in interior horticultural design, installation and maintenance with large divisions in exterior and holiday design, servicing all major markets in Texas. Through Faith and a culture of constant Learning, we take on complete Ownership of every project we create, and it shows in the Quality of our work. Since 1983, our mission of creating environments where people thrive has always been our number one priority. We are the leaders in enhancing built environments and are excited to be growing our team.

Core Values:
People – Place other’s needs first, respect everyone
Ownership - Own it and do it right; when in doubt, shout it out
Faith – Honor God in all things
Learning – Take initiative; keep learning
Quality – Nothing less than the best

Summary/Objective

The Customer Experience Manager & Executive Assistant leads and develops Natura’s customer experience strategy, while also serving as a key strategic partner and support for the CEO. In the Customer Experience capacity, this role oversees the Care Desk and ensures every client interaction reflects our mission of “Creating Environments Where People Thrive.” This position will analyze the customer journey and experience, identify opportunities for improvement, and collaborate across departments and branches to strengthen retention and advocacy. As the Executive Assistant, this role ensures the CEO’s time is maximized by providing high-level administrative support, managing communications, and handling strategic projects. This hybrid position requires a blend of leadership, strategic thinking, and exceptional organizational skill to enhance both customer satisfaction and executive efficiency.

• 5+ years in customer experience, client relations, or account management (service industry preferred).
• Strong understanding of CRM systems (HubSpot preferred) and customer journey mapping.
• Excellent communication, problem-solving, and relationship management skills.
• Demonstrated success in improving customer satisfaction, retention, and engagement.
• Core Competencies:
• People: Builds trust through empathy, authenticity, and care.
• Ownership: Takes initiative and accountability for customer outcomes.
• Faith: Leads with optimism, integrity, and humility.
• Learning: Seeks feedback and continuously improves the customer experience.
• Quality: Ensures every interaction reflects excellence and consistency.

• Leadership & Oversight
  • Supervise and develop the Care Desk processes, ensuring prompt, professional, and proactive customer service.
  • Set performance standards for response times, communication quality, and customer follow-up processes.
  • Coach team members to embody Natura’s Core Values and deliver the “Natura Way” of service excellence.
  • Collaborate with branch leaders to ensure client concerns are resolved quickly and consistently.
• Customer Experience Strategy
  • Design and implement strategies to strengthen customer relationships and create seamless experiences across all touchpoints.
  • Analyze customer feedback, relationship reviews, and retention metrics to identify patterns and opportunities for improvement.
  • Partner with Marketing and Operations to align communications, brand voice, and client engagement initiatives.
  • Develop proactive engagement strategies that enhance customer satisfaction, loyalty, and brand advocacy.
• Operational Excellence
  • Manage COI requests, service escalations, and CRM data integrity within HubSpot and related platforms.
  • Establish and track KPIs for customer satisfaction, retention, and Care Desk performance.
  • Standardize processes and training to ensure consistent, high-quality experience across all branches.
  • Lead continuous improvement initiatives that enhance efficiency and the customer journey.
• Collaboration & Communication
  • Partner with Branch Managers and Account Executives to create a unified customer experience strategy.
  • Work closely with Marketing to share client success stories, testimonials, and feedback trends.
  • Serve as the voice of the customer in meetings, influencing decisions that impact retention and service quality.