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OMB NO: 1625-0120

Expiration Date: 01/30/2025

Announcement #: 6429

Opening Date: 27 August 2025 Pay Plan/Series/Pay Band: NF-1101-05

Closing Date: Until Filled Work Schedule: Full Time

Position: Customer Experience Manager Salary: Negotiable

Who May Apply: All Sources Location: Chesapeake, VA – Headquarters

Customer Experience Manager – Lead CX Strategy, CRM, & Loyalty Programs for CGX’s Enterprise Growth

DUTIES :

The Customer Experience Manager leads and manages CGX’s customer service operations while driving enterprise-level customer experience initiatives. This position is responsible for developing and executing strategies that improve the overall customer journey, increase satisfaction and loyalty, and enhance CRM and retention programs to support long-term revenue growth.

Reporting to the Director of Marketing, the CX Manager works closely with ecommerce, merchandising, fulfillment, IT, and marketing teams to align customer-focused initiatives with business objectives. The role oversees customer service, loyalty and CRM staff, establishes service standards, manages escalations, and implements training and performance goals to ensure service excellence across digital channels. Key responsibilities include managing customer experience budgets and vendor contracts, serving as Contracting Officer’s Representative (COR), and making recommendations on CX platforms, CRM systems, and loyalty technology. The CX Manager develops and manages loyalty programs, CRM campaigns, and data-driven personalization strategies while ensuring integration of platforms such as Shopify, Zendesk, Constant Contact, and Lytho. The position directs post-purchase strategies—including Ship from Store (SFS) and drop-ship operations—monitors key customer metrics (CSAT, CLV, retention) and drives continuous improvement initiatives to enhance efficiency and engagement.

Supervises staff. Plans, organizes, assigns, advises, counsels, oversees budget and strategy. Directs assignments, answers questions, completes work performance reviews; approves and monitors leave and determines staffing and training plans.

Other duties as assigned.

You will be evaluated for this position based on how well you meet the qualifications below. Your resume/application must demonstrate the required experience/education. Please see additional information on how your application is evaluated .

QUALIFICATIONS REQUIRED :

Minimum :

1. Bachelor’s degree in Business, Marketing, Communications or a related field. Experience may be substituted for a degree on a year-for-year basis.

2. 5+ years of experience in ecommerce customer experience, customer service management, or a related field.

3. Proven experience in managing customer experience teams, implementing loyalty programs and overseeing CRM initiatives.

4. 3+ years in a management role, leading staff and overseeing budgets/contracts.

5. Strong analytical skills with ability to leverage customer insights and proficiency with tools such as Zendesk, Shopify and CRM platforms.

6. Knowledge of ecommerce best practices, fulfillment operations, and customer journey optimization.

7. Strong leadership, communication and problem-solving skills.

8. Ability to work cross functionally and drive customer-centric initiatives in a fast-paced environment.

Preferred (in addition to the minimum):

1. 7+ years of experience in ecommerce and digital customer experience roles.

2. Experience leading omnichannel customer service operations.

3. Proven travel record of building and scaling loyalty programs.

4. Advanced Google Analytics certification.

USCG COMMUNITY SERVICES COMMAND COMPREHENSIVE BENEFITS:

By choosing to work for the Coast Guard Community Services Command, you will enjoy one of the best benefit packages available anywhere. Benefit offerings are subject to applicable worker categories (Full-time, Part-time, Intermittent), location, position, and length of time in service.

+ Paid Annual and Sick Leave

+ Holiday Pay

+ Medical/Dental/Vision Insurance

+ Flexible/Dependent Spending Account

+ Pension Plan

+ 401k Savings Plan

+ Life Insurance

+ Short Term/Long Term Disability

+ Tuition Assistance

+ Paid Parental Leave

OTHER ESSENTIAL INFORMATION :

+ Selectee will be required to participate in Direct Deposit/Electronic Funds Transfer as the Standard method of payment for payroll and travel purposes.

+ Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System, unless covered by an exemption under the Selective Service Law, in accordance with 5 U.S. Code 3378. Selectee will be required to provide a written statement regarding his registration status unless he is exempted by this statute.

+ Must satisfactorily complete a Federal Background check and all pre-employment requirements, which may include, but are not limited to, background checks, security clearances, drug testing, verification of employment history, and any other requirements applicable to this position. Additionally, you may be required to meet specific job-related qualifications or certifications as a condition of your employment.

+ Applicants may not be employed in the chain of command of their relatives.

+ This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.

HOW TO APPLY

Additional Information on how you will be evaluated:

Your resume or application must clearly demonstrate the required experience and/or education. Experience includes both paid and unpaid work, such as service through National Service programs (e.g., professional, philanthropic, religious, community, student, social, committee, or sports). Volunteer work can help develop essential skills, competencies, and leadership experience that may translate directly to paid employment. Your resume is the primary tool used to assess your qualifications. Therefore, we strongly encourage you to provide clear, specific, and detailed descriptions of your experience.

You MUST submit a resume or any other written format in English of your choice. It is recommended the resume clearly identifies: (1) The announcement number, title and pay band of the job you are applying for, and, (2) Information such as full name; mailing address; country of citizenship (U.S. Citizenship required OR valid authorization to work in the US); highest Federal grade or NAF pay band held with job series, title, and dates held (if applicable); a statement requiring proof of veterans’ preference by means of DD 214; education; and relevant work experience including start/end dates, supervisor’s name and phone number, salary and title, series and grade if experience was with a non-appropriated fund instrumentality of the Federal government. You should also include a copy of your most recent performance appraisal if you are a current Federal or NAF employee. Applications may not be sent in franked Government envelopes; applications filed in this fashion will not receive consideration. If information is not complete, you may be excluded from consideration. The first application and/or resume submitted for a specific requisition will be considered the only submission. Any duplicate submissions to the same requisition will not be considered. The application date will be used in determining these factors.

Outside Candidates : To apply, please visit our website at https://shopcgx.com and click on “Careers” at bottom of the page. Internal Candidates: Sign into ADP Workforce now. Click on Myself/Talent/Career Center. Search by location or Job Title for:

Customer Experience Manager FT – 6429

Chesapeake, VA, US

Equal Employment Opportunity: All candidates will be considered without regard to any non-merit factor such as race, color, religion, sexual orientation, national origin, age, disability, or marital status.

PRIVACY ACT NOTICE

Authority: The U.S. Coast Guard rates applicants under the authority of Title 5 of U.S. Code, Sections 301, 1104, 1302, 2103, 3301, 3304, Executive Order 9397, and Departmental Regulations.

Principal Purpose: To collect information needed to determine how well an applicant’s education and work experience qualifies them for the job they are applying for.

Routine Use: This information provided will be shared with the hiring manager and interview panel members. It may also be shared in response to a request for discovery or for appearance of a witness, information that is relevant to the subject matter involved in a pending judicial or administrative proceeding.

Disclosure: Voluntary, however, failure to disclose the requested information may result in an applicant not receiving consideration for a position in which the information is needed.

Paperwork Reduction Act Statement: An agency may not conduct or sponsor an information collection, and a person is not required to respond to this information unless it displays a current valid OMB control number and an expiration date. The control number for this collection is OMB 1625-0120, expiration 01/30/2025. The estimated average time to complete this application is 40 minutes. If you have any comments regarding the burden estimate you can write to U.S. Coast Guard, Community Services Command, 510 Independence Parkway, Suite 500, Chesapeake, VA 23320.

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