Wilmington, North Carolina, United States · Hybrid
Senior
Are you looking to join a company that values a supportive culture, inclusion, growth, and the ability to work in and out of the office on a flexible basis? CAMS (Community Association Management Services), one of the fa…
Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
$50k–$500k
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
Mid level$485M raised
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Wilmington, North Carolina, United States · On-site
Mid level$485M raised
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Skills: Skin care, Facials, Hair removal, Body treatments, Retail sales
Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
Mid level$485M raised
The Salon Technician is responsible for providing salon clientele with professional services relating to the care and treatment of hair, nails, and skin. This position reports to the Salon Manager or Desk Manager. This p…
Skills: Manicures, Pedicures, Gel services, Shellac services, Natural nail care
Wilmington, North Carolina, United States · On-site
Mid level$485M raised
The Salon Technician is responsible for providing salon clientele with professional services relating to the care and treatment of hair, nails, and skin. This position reports to the Salon Manager or Desk Manager. This p…
Skills: Hair styling, Customer service, Retail sales, Communication, Time management
Wilmington, North Carolina, United States · On-site
Mid level$485M raised
The Salon Technician is responsible for providing salon clientele with professional services relating to the care and treatment of hair, nails, and skin. This position reports to the Salon Manager or Desk Manager. This p…
Skills: Skin care, Facials, Hair removal, Body treatments, Retail sales
Maintenance/Housekeeping Associate - Part Time - Mayfaire
Wilmington, North Carolina, United States · On-site
Entry level$485M raised
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
Entry level
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Wilmington, North Carolina, United States · On-site
Entry level
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Wilmington, North Carolina, United States · On-site
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Wilmington, North Carolina, United States · On-site
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Full-time
bachelor degree
Paid Time Off, Company Paid Holidays, Medical insurance, Dental insurance, Vision insurance, 401(k)
Posted 10d ago
~40 hrs/week
Responsibilities
The Customer Experience Manager is responsible for overseeing and optimizing the end-to-end customer journey, from onboarding through long-term partnership. This role acts as the voice of the customer, collaborating across departments to drive retention, service consistency, and strategic improvements.
Requirements
Candidates should have at least 5 years of experience in customer experience, client success, or operations management, with proven leadership capabilities. A bachelor's degree is preferred, along with strong analytical skills and experience in cross-functional project management.
Full job description
Are you looking to join a company that values a supportive culture, inclusion, growth, and the ability to work in and out of the office on a flexible basis? CAMS (Community Association Management Services), one of the fastest-growing HOA management companies in the southeastern US and a certified Great Place to Work®, was founded on the simple idea that people and relationships come first, and this idea is at the core of everything we do. At CAMS, you will be immersed in a technologically advanced and team-oriented company.
The Customer Experience Manager is responsible for overseeing and optimizing the complete customer journey for CAMS clients, from initial onboarding through long-term partnership and renewal. This role serves as the voice of the customer throughout the organization, ensuring that customer needs, feedback, and experiences are reflected in operational processes, service delivery, technology solutions, and strategic initiatives.
The Customer Experience Manager collaborates with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to create a consistent, high-quality customer experience across all stages of the client lifecycle. The position is responsible for measuring customer health, identifying opportunities for improvement, driving retention initiatives, and ensuring smooth transitions throughout the customer relationship.
Responsibilities:
Customer Journey Management
Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership.
Identify customer pain points and moments that matter throughout the customer lifecycle.
Partner with operational leaders to improve customer touchpoints and service consistency.
Establish standards and success metrics for each stage of the customer journey.
Client Onboarding Experience
Own the customer’s first impressions once Sales team hands-off.
Assist with, support and monitor onboarding processes and customer readiness throughout transition and implementation.
Partner with the Transitions Team, Sales Team, and Operations Leadership to improve onboarding outcomes.
Analyze onboarding feedback and identify opportunities to improve customer adoption and satisfaction.
Track onboarding success metrics and long-term performance of newly onboarded associations or acquisitions (tuck-unders).
Customer Health & Retention
Develop and maintain customer journey maps and customer health scoring methodologies for associations, board members, homeowners, and other key stakeholders.
Implement, support, monitor and carry-out client touch-points; ongoing and at key moments in the journey e.g. board transition, CM transition, developer transition
Monitor indicators of customer satisfaction, engagement, risk, and retention.
Quality Assurance & Service Excellence
Conduct periodic audits of customer interactions and service delivery activities.
Evaluate adherence to CAMS service standards and customer experience expectations.
Identify coaching and training opportunities based on customer data and feedback.
Partner with operational leaders to address recurring service issues.
Recommend enhancements to improve consistency and quality across regions.
Strategic Leadership
Serve as the organizational champion for customer-centric decision making.
Provide customer-impact assessments for operational, technology, and policy changes.
Participate in strategic initiatives, acquisitions, integrations, and organizational improvement projects.
Support executive leadership with customer experience insights and recommendations.
Qualifications
Education & Experience
Bachelor's degree or equivalent experience preferred.
5+ years of experience in customer experience, client success, operations, or service management.
Experience leading a team. This position will manage the Community Support Team, Transitions team and other customer success team members.
Experience leading cross-functional initiatives.
Experience using customer feedback and operational data to drive improvement.
HOA management, property management, or service industry experience preferred.
Knowledge, Skills & Abilities
Passionate about customer service and creating raving fans
Excellent presentation and communication abilities.
Comfortable making sales presentations to represent CAMS
Strong analytical and problem-solving skills.
Ability to translate data into actionable recommendations.
Experience with customer journey mapping and process improvement.
Strong project management capabilities.
Proficiency with reporting and dashboard tools.
Ability to influence outcomes across multiple departments.
Passion for delivering exceptional customer experiences.
Benefits and Salary
The position is full-time and the salary is competitive and commensurate with experience.
The CAMS compensation package includes:
Paid Time Off
Company Paid Holidays
Comprehensive medical, dental, and vision plans are available
401(k)
Life Insurance
Short-term Disability
Long-term Disability
Hospital Indemnity
Accident coverage
Critical Illness coverage
Employee Assistance Program
Related keywords
Customer ExperienceHOA ManagementClient SuccessCustomer Journey MappingRetentionOnboardingQuality AssuranceStrategic LeadershipOperationsData AnalysisProject ManagementService ExcellenceCommunity Association ManagementCross-functional LeadershipCustomer Health ScoringPerformance Metrics
About Associa Community Management Corporation of New Jersey
Associa Community Management Corp., specializes in the management of HOA's, Condo Associations, Cooperatives, and multi-family properties throughout New Jersey.
Offices: 55 Lane Rd, Suite 440, Fairfield, New Jersey 07004, US
How many Customer Service & Support jobs are open in Wilmington, NC right now?
There are currently 912 open customer service & support positions in Wilmington, NC listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Wilmington, NC?
Companies currently hiring include Lowes Foods, Lowe's Companies, Inc., Wilmington Health, Aramark Healthcare+, Allied Universal, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Wilmington, NC?
Yes — 30 of the 912 open customer service & support positions offer remote or hybrid work (17 remote, 13 hybrid).
How do I apply for Customer Service & Support jobs in Wilmington, NC?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.