Job Description: We are seeking a Customer Experience (CX) Manager with a digital mindset and passion for people to serve as the guardian of our Members’ journey and experience. Your mission will be to translate the Caldeira Institute’s culture into rituals, cadences, workflows, applications, and operations that ensure excellence—from onboarding through renewal—integrating journey, hospitality, data, and back-office functions into a predictive and enchanting operational model. Responsibilities & Duties Member Journey & Relationship Management * Design, implement, and optimize the member’s end-to-end journey (onboarding, engagement, retention, renewal). * Execute relationship cadences based on behavior, Health Score, and segmentation. * Supervise communications, invitations, interactions, and enchantment rituals. Back-Office & Data Management * Lead community back-office operations: contracts, renewals, registrations, terminations, and data governance. * Ensure data integrity, timeliness, and CRM system integration. * Generate continuous insights for Business Development, Executive Leadership, and other departments—with emphasis on behavioral prediction and forecasting. Hospitality & Phygital Service * Guarantee excellence in physical experience: reception, access flow, credentials, VIP guests, and event support. * Establish service standards, language guidelines, and SLAs. * Monitor service channels (WhatsApp, email, app, phone) and implement best practices. Team Management * Lead the Journey, Back-Office, Hospitality, and Service teams. * Design and implement workflows, cadences, rituals, processes, and execution standards. * Train, coach, and ensure all touchpoints reflect Caldeira’s culture. Requirements & Qualifications * Bachelor’s degree in Administration, Commercial Management, Production Engineering, or related fields. * Prior experience in Customer Experience, Communities, Membership, Hospitality, CRM, or Customer Success. * Proven track record in designing and managing customer journeys, relationship workflows, and engagement rituals. * Strong proficiency in CRM systems, segmentation, data analytics, and information governance. * Experience operating in high-volume, multi-touchpoint (phygital) environments. * Experience leading cross-functional teams and complex operations. * Ability to translate organizational culture into rituals, standards, and processes. 2512130202201917180