Customer Experience (CX) Manager, Bet-David Consulting

Fort Lauderdale, FL

Full Time

Manager/Supervisor

Bet-David Consulting (BDC) serves over 10,000+ entrepreneurs across 60+ countries through business consulting, media, and technology. Our clients do not just purchase services — they invest in growth, transformation, and belief.

Reporting to the General Manager of BDC, the Customer Experience (CX) Manager will architect and operationalize a world-class “surprise and delight” function that turns customers into raving fans. This is not a support role. This is a brand-defining role.

You will monitor feedback in real time, respond authentically to criticism, celebrate wins publicly, proactively reach out to customers, and design unexpected experiences that deepen loyalty and advocacy. The successful candidate will have the opportunity to work across our integrated lines of business including BDC (with over 10,000 clients globally), Valuetainment Media (hosting renowned celebrities and achieving 1.6 B views per quarter), and Minnect (with over 160k users).

Job Responsibilities
Voice of the Customer (VoC)

Design and manage a centralized customer feedback loop across BDC, Valuetainment, and Minnect
Monitor NPS, reviews, testimonials, surveys, social media, event feedback, and direct client communications
Identify themes and translate feedback into executive insights and action plans
Build dashboards and reporting cadences for leadership

Surprise & Delight Strategy

Create and execute proactive moments for clients (e.g. unexpected gifts, personalized messages, milestone celebrations, handwritten notes, surprise upgrades, etc.)
Develop scalable playbooks for high-impact, low-cost loyalty moments
Partner with the Events, Marketing, and Product teams to embed experiential excellence across the customer journey

Authentic Response & Reputation Management

Personally respond to customer praise and criticism with empathy and brand voice alignment
Turn detractors into advocates through thoughtful resolution
Protect and elevate brand reputation across platforms

Proactive Outreach & Relationship Building

Conduct surprise check-ins with clients and prospects
Identify at-risk accounts before churn occurs
Create structured touchpoint rhythms for high-value clients
Gether qualitative insights directly from customers

Build the Function

Establish CX SOPs, systems, and tools
Define KPIs (e.g. NPS, CSAT, retention, referral rate, lifetime value)
Hire and build a high-performance CX team as scale demands
Partner cross-functionally with Sales, Marketing, Product, and Operations

What Success Looks Like (Year 1)
The Customer Experience (CX) Manager will be evaluated on outcomes, not activity, including:

Measurable increase in NPS and client retention
Decrease in response time to customer feedback
Documented “surprise & delight” stories shared across the organization
Clear VoC reporting embedded into executive decision-making
A scalable CX playbook ready for team expansion

Required Experience & Capabilities
Required

5+ years in Customer Experience, Customer Success, Hospitality, Brand Experience, or similar roles
Demonstrated ability to design customer journeys and improve retention
Exceptional written and verbal communication skills
High emotional intelligence and conflict-resolution ability
Highly proactive. You don’t wait for complaints
Systems-oriented thinker who can operationalize creativity
Entrepreneurial mindset aligned with a high-growth environment

Preferred

Experience in consulting, media, SaaS, or high-end hospitality
Built of scaled a CX team
Familiarity with NPS frameworks and CRM systems

Leadership & Cultural Fit

Thinks and acts like an owner
Bias for action and speed
Comfortable with transparency, debate, and direct feedback
Obsessed with results and continuous improvement
High standards for themselves and their team

Compensation & Growth

Competitive base salary
Performance-based incentives tied to retention, NPS, and referral growth
Equity program
Comprehensive Benefits Package including 401(k) with company match

Bet-David Consulting is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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Thank you for visiting our Career Page, and welcome to the Patrick Bet-David family of companies – Valuetainment, Bet-David Consulting, and Minnect.

We are growing in the media, consulting, and production space, and we’re looking for talented people to join us.

Please explore our open positions, review those that interest you, and easily apply for consideration.

The Future Looks Bright!

Customer Experience (CX) Manager, Bet-David Consulting

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