Customer Experience Manager

Overview

We are seeking an exceptional Director of Guest Experience to help redefine what customer service looks like in the automotive industry.

At Detailers of Naples, we believe exceptional craftsmanship should be matched by an equally exceptional customer experience. We are looking for someone who understands high level hospitality, anticipates needs before they are expressed, notices the smallest details, and knows how to make every guest feel genuinely valued.

This is not a traditional customer service or call center management role.

We are looking for a hospitality minded leader who can own the complete customer journey, from the first interaction and vehicle drop off through ongoing communication, delivery, follow up, and future visits.

The right person may come from a luxury hotel, resort, private club, fine dining, luxury retail, private aviation, concierge service, or another high touch hospitality environment.

Automotive experience is not required.

We can teach automotive.

We are looking for someone who already understands what world class service feels like.

Responsibilities

• Own and continuously improve the complete customer experience at Detailers of Naples
• Create a warm, polished, and highly personalized experience for every customer who enters our facility
• Ensure each customer is greeted, recognized, and cared for throughout their visit
• Oversee the vehicle drop off, customer communication, pickup, and delivery experience
• Make sure customers receive proactive updates and never have to wonder what is happening with their vehicle
• Anticipate customer needs and identify opportunities to create memorable moments
• Develop and implement hospitality standards across the organization
• Train and coach team members on communication, presentation, professionalism, and guest service
• Partner closely with Sales and Operations to ensure customer expectations are properly communicated and delivered
• Handle elevated customer concerns and service recovery with professionalism, urgency, and empathy
• Monitor customer feedback, reviews, and recurring areas of friction
• Identify opportunities to make doing business with us easier, faster, and more enjoyable
• Maintain an exceptional standard throughout all customer facing areas of our facility
• Help build systems that allow exceptional service to be delivered consistently, regardless of which team member is assisting the customer
• Develop ways to recognize repeat customers, important milestones, preferences, and special occasions
• Hold the team accountable to the customer experience standards of the organization

What Success Looks Like

Our goal is not simply to have satisfied customers.

We want customers to leave thinking:

“I have never been treated like this at an automotive business before.”

Success in this position means customers feel informed, recognized, comfortable, and genuinely cared for throughout their entire experience.

You will constantly look for ways to remove friction, improve communication, personalize interactions, and create moments customers remember long after they leave.

Experience We Are Looking For

• Leadership or supervisory experience in hospitality, guest services, customer experience, or another high touch service environment
• Experience in luxury hospitality is strongly preferred
• Background with luxury hotels, resorts, private clubs, fine dining, luxury retail, concierge services, private aviation, or similar environments is highly desirable
• Strong interpersonal skills and an exceptional ability to read people and situations
• Naturally warm, polished, professional, and confident
• Extremely detail oriented with high personal standards
• Strong organizational and follow through skills
• Ability to coach and influence team members across multiple departments
• Experience handling difficult customer situations while maintaining professionalism and composure
• Strong written and verbal communication skills
• Comfortable working in a fast paced environment where priorities can change quickly
• Ability to identify problems and take ownership of creating solutions

Automotive experience is a plus, but not required.

Who You Are

You notice details other people miss.

You remember names.

You understand that exceptional hospitality is often built through small moments.

You do not wait for someone to ask for help.

You anticipate what they may need next.

You believe great service should feel personal, not scripted.

You understand that consistency matters just as much as the big moments.

You take ownership when something goes wrong and work quickly to make it right.

Most importantly, you enjoy taking care of people.

About Detailers of Naples

Detailers of Naples is a premier automotive protection and appearance company serving Naples and Southwest Florida for more than 15 years.

We specialize in Paint Protection Film, Window Tint, Ceramic Coatings, detailing, and premium vehicle protection services from our approximately 16,000 square foot facility in Naples.

Our team works with everything from daily drivers to exotic, luxury, and collector vehicles.

We have earned more than 500 five star reviews and were recognized as the 2024 XPEL Florida Dealer of the Year.

Our next stage of growth is not simply about becoming better at protecting vehicles.

It is about creating one of the best customer experiences in any industry.

We are looking for someone who wants to help us build it.

Why Join Detailers of Naples

You will have the opportunity to build and influence the customer experience of a growing organization rather than simply inherit an existing system.

You will work directly with leadership and have the ability to create new standards, systems, traditions, and experiences that can eventually be implemented across multiple locations.

If you come from a world class hospitality environment and have ever thought, “I could bring this level of service to another industry,” this may be the opportunity you have been looking for.

Pay: $50,000.00 - $85,000.00 per year

Benefits:

• Flexible schedule
• Paid time off

Work Location: In person