Senior Customer Experience Manager

Date: Oct 8, 2021

LOCATION: Maple Grove, MN, US

Company: Pelican Products, Inc.

We Build Career As Strong As Our Products


Pelican BioThermal LLC is a global leader in the design and manufacture of single use and reusable temperature-controlled packaging solutions for the highly regulated pharmaceutical, biotech, and clinical trials industries.  Pelican BioThermal is a great place to work and offers employees the opportunity to flourish and excel in a high-growth, fast-paced, creative, and exciting environment!  We currently have an opening for a Senior Customer Experience Manager based at our site in Plymouth/Maple Grove, MN


The Senior Customer Experience Manager (CXM) will be responsible for shaping the end-to-end experience of Pelican BioThermal Global Services customers across all stages in the customer journey, helping the business continually achieve greater customer satisfaction. The CXM plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, customer retention, new business growth and profitable revenue.


Primary duties and responsibilities:


  • Supervising the planning and execution of the Global Services customer experience goals
  • Acts as a liaison with other departments to ensure we are consistently providing customers with the formation of an accurate expectation and a seamless experience across all touchpoints
  • Mapping the customer journey and understanding all the customer interactions
  • Implement customer focused strategy to ensure that each interaction with the customer is engaging, efficient and effective.
  • Partner with the Marketing Department to provide input within customer surveys to gather and track customer experience data to measure against target values for Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES).
  • Interact with the Finance Department to gather information to determine the Customer Lifetime Value (CLV)
  • Work with the Quality Department to measure non-conformance and complaints
  • Measure the Customer Churn Rate and Customer Retention.
  • Manage and support a team located on 3 continents
  • Responsible for reflecting their customer experience strategy into the day-to-day management of the team.
  • Build and continue development of the personnel, the policies and business processes of the department
  • Manage annual budgeting and budget tracking
  • Support and manage the continuous improvement enabling resources, such as preparing information technology requirements specifications.
  • Follows company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
  • Performs additional duties as assigned.


Job requirements:


  • Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline
  • 1-5 years’ experience in the field of customer service or marketing required
  • Ability and experience in organizing and overseeing the activities of the global Customer Experience Team to ensure the delivery of high-quality service to customers
  • Well versed in effectively interacting with customers to identify and process their requirements
  • Ability to courteously interact with clients to ensure positive customer experience.


Additional information:


  • Actively supports and complies with Pelican BioThermal’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
  • Must be able to interact effectively and cooperatively with employees at all levels.
  • Must have the ability to complete assignments within the timeframe specified by the Manager.
  • Must be flexible regarding working hours. Must be able to work evenings and weekends, with or without advanced notice.
  • Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.
  • Ensures that staff is contributing at maximum potential through rigorous hiring practices and an emphasis on training and development initiatives, including coaching and counseling direct reports in their performance and professional development, with final authority for approving pay increases, hiring decisions and disciplinary actions.
  • Emphasizes ethical leadership and decision-making to protect Pelican BioThermal’s brand and reputation.
  • Establishes challenging, productive, and achievable goals for direct reports; measure results by establishing checkpoints to track progress.
  • Must be able to travel, nationally and internationally, as necessary.


Why Join Pelican BioThermal? Here’s a glimpse of Pelican Perks…

Generous paid time off plans

401k plan – with a competitive match

Tuition Assistance Program

Established reputable brand offering premium products – you’ll be proud to represent Pelican!

Employee discount program on Pelican Products

Great Benefits – several options including Pet insurance for our animal lovers.

Wellness Discount Program

Lucrative employee referral program – get paid to work with your trusted network.

And more…


Physical requirements and working conditions:


  • While performing the duties of this job, the employee will be constantly  required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
  • While performing the duties of this job, the employee will be occasionally required to executive non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
  • Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.
  • This position requires repetitive hand/wrist activities.



Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Nearest Major Market: Minneapolis