POSITION: Customer Experience Manager
REPORTS TO: CEO, Pret, Inc.
About Pret
Founded in 2010 in Park City, Utah, Pret was built by sports veterans, engineers, and professional athletes. The brand is an industry leader in helmets and goggles that pair advanced technology with high performance and clean, modern design. Pret serves skiers and snowboarders who get after it, in or out of bounds. We are expanding our sales and marketing programs, accelerating product development, and growing in snow markets worldwide.
Position Overview
The Customer Experience Manager owns Pret's customer experience strategy and its execution. You make every customer interaction positive, efficient, and consistent with our brand. You lead CX initiatives, drive improvements from feedback, and work across teams to strengthen the full customer journey.
Essential Duties and Responsibilities
Leadership & Strategy
- Build and run a customer experience strategy that supports Pret's vision and growth goals.
- Work across functions to remove silos and keep customer touchpoints (Wholesale, DTC, Pro Sales, Cin7 B2B) seamless and consistent.
- Roll out a Customer Experience Roadmap that gives a 360-degree view of customers and builds the capability to become the number-one service brand in the industry.
Customer Journey Management
- Map and improve the end-to-end customer journey across wholesale, DTC, and ambassador/athlete programs.
- Identify pain points and stand up the processes, systems, and KPIs that measure and improve customer experience.
- Coordinate with internal teams and external partners (agencies, 3PL, sales reps, product) on feature rollouts and service enhancements.
Order & Fulfillment Operations
- Build and run wholesale order processes.
- Learn and master the Cin7 B2B order management platform.
- Load and maintain bulk orders correctly for pre-season and in-season after book deadlines.
- Work with Sales to keep pricing accurate in the system.
- Upload shipping orders into the system.
- Check credit and payment status with Finance and Sales, then share with customers.
- Shipping & 3PL: serve as primary liaison with 3PL and shipping partners, deliver to U.S. and international customers on time and accurately, track against KPIs, and resolve delays.
- Documentation & compliance: oversee customs forms, commercial invoices, and import/export paperwork for accuracy and compliance.
- Inventory: maintain accurate records with 3PL and internal systems, and share stock levels, sell-through, shippable inventory, and availability with Sales, Finance, reps, and customers to maximize sell-through and limit stockouts and overages.
- Process improvement: continuously evaluate logistics and inventory workflows, then recommend and apply enhancements that improve efficiency and cut costs.
- Partner with Finance on on-time invoicing and order release, and provide regular reporting to CEO, Sales, and Finance, including month and quarter-end close, for visibility and accountability.
Customer & Athlete Service
- Handle daily inquiries and requests promptly and effectively.
- Manage in-season replenishment and warranty/returns claims in a fast, customer-friendly way.
- Onboard and train new customers to set up successful partnerships.
Customer & Athlete Feedback & Advocacy
- Establish ways to gather, analyze, and act on customer and athlete insights.
- Use data to spot trends, inform product development, and measure CX impact.
- Partner with VP Sales, CEO, and Product (Onward) so feedback shapes future planning.
- Champion the voice of customers and athletes in strategic planning, and keep strong personal relationships across the ambassador/athlete community.
- Establish and run an Ambassador/Athlete Advisory Panel for input on product, messaging, and service.
Office Management
- Run day-to-day office operations, including mail, supplies, and general upkeep.
- Package and ship product for athletes, PR, and ambassador needs.
- Oversee office well-being to keep the workspace organized and running smoothly.
Summary
Pret is a small, nimble team. We move fast, and everyone wears multiple hats. The Customer Experience Manager builds smarter, more efficient ways to operate so Pret delivers strong service and fulfillment at every touchpoint, from order placement to delivery and beyond.
What You'll Need to Succeed
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 3 to 5 years in customer service, marketing, or CX roles, with proven leadership.
- Soft skills: empathy, active listening, problem-solving, and cross-functional communication.
- Hard skills: QuickBooks, B2B platforms (Cin7 preferred), and data analytics.
- Positive energy and a passion for building products that customers love and that protect, inspire, and elevate their lives.