Customer Engagement Manager

This is a Hybrid position that includes working 3-days per week in our Owatonna facility and remote 2-days. Ideal candidates will live within a 50-mile radius of our Owatonna facility. Additional considerations may be afforded to candidates that reside outside of a 50-mile radius from our Owatonna facility.

Wenger Corporation is a privately-held, leading manufacturer of high-quality music education, performing arts and athletic products. As a world-class, international market leader, Wenger blends the best of big and small companies to provide the ideal size for your ideal career. The company provides a generous compensation and benefits package, wellness programs, the opportunity for development and advancement -- and we wrap it all up in a family-owned, small-company culture where your voice is heard, your name is known, and your impact is felt!

We are seeking a committed, visionary, and people-first Customer Engagement Manager to lead a high-performing team dedicated to delivering exceptional customer experiences. This role is central to our mission of fostering loyalty, driving satisfaction, and ensuring every customer interaction reflects our values and service excellence.

At a minimum, you'll need:

• Bachelor's degree
• Five (5) years of experience in customer engagement with a strong understanding of customer lifecycle
• Minimum of 3 years direct leadership experience
• Proficiency in MS Office suite

A typical day may include:

• Team Leadership & Development: Lead, mentor, and support a team of customer-facing professionals, fostering a culture of accountability, collaboration, and continuous improvement. Provide coaching, performance feedback, and development of career progression paths and training matrices to support team growth.
• Customer Relationship Management: Champion the customer experience by participating in Customer Advisory Board (CAB) engagement strategies, ensuring timely and effective communication, and serving as an escalation point for complex or high-impact issues.
• Operational Oversight: Manage processes, including order entry, modifications, and issue resolution. Ensure operational excellence through process optimization and adherence to service-level expectations.
• Cross-Functional Collaboration: Act as a strategic liaison between internal teams to align customer needs with internal capabilities and drive seamless service delivery.
• Process Improvement & Quality Assurance: Identify trends, root causes, and opportunities for improvement in customer engagement processes. Lead initiatives to enhance efficiency, accuracy, and customer satisfaction.
• Data & Systems Management: Oversee the integrity of customer and order data in CRM and ERP systems. Leverage reporting tools to monitor performance metrics and inform decision-making. Leverage customer data and feedback to identify trends, risks, and opportunities.
• Customer Communication & Advocacy: Ensure consistent, professional, and proactive communication with customers. Advocate for customer needs internally and drive resolution of issues that impact satisfaction or loyalty. Implement tools and processes that support one-call resolution and proactive customer care.

Benefit offerings include:

• Paid Time Off
• 9 Paid Holidays
• Generous Profit Sharing
• Medical, Dental and Vision Insurance
• Spending Accounts - HSA, FSA, DCFSA
• Company Paid Short-term and Long-term Disability Insurance
• 401k Retirement Plan with Company Match
• Company Paid Life Insurance
• Supplemental Life Insurance
• Employee Assistance Program
• Tuition Reimbursement Program

Pay information reflects the anticipated compensation range for this position based on current market data. Individual pay is determined by skills, experience, and other relevant factors.

Wenger Corporation's core purpose is to ENRICH LIVES BY ENABLING AND INSPIRING GREAT PERFORMANCES.

Put your passion to work in an exciting, rewarding industry that inspires great performances today!

Wenger Corporation is an Equal Opportunity / Affirmative Action Employer

All Qualified Candidates are Encouraged to Apply