Customer Experience Manager

Customer Experience Manager

Location:

Eagan, MN |

Employment Type:

Direct Hire | Salary: $70-80k |

Work Hours:

Mon‑Fri 8am‑5pm | Fully onsite

Kelly is seeking a Customer Experience Manager for a Minnesota‑based apparel company. This direct hire role offers the opportunity to work for a women‑owned organization recognized as one of the best places to work in 2024 and 2025, while contributing to environmental and community causes.

• Provide leadership, management, and accountability (LMA) for all CX functions and workflows.
• Supervise a team of four direct reports.
• Collaborate tightly with Sales, Order Entry, and Fulfillment to ensure seamless execution.
• Communicate proactively to maintain alignment across teams.
• Create and implement a consistent customer satisfaction survey, analyze trends, and lead follow‑up actions that improve overall satisfaction and loyalty.
• Design, maintain, and continuously improve the end‑to‑end customer journey.
• Ensure onboarding, communication, and follow‑through steps are executed accurately and on time.
• Use Zoho, AI tools, and established resources to streamline steps and reduce friction.
• Serve as a calm, clear, responsive point of contact for both internal and external customers.
• Resolve escalations quickly and decisively.
• Uphold a "customer first" standard across all touchpoints.
• Track, analyze, and report CX performance metrics.
• Maintain high attention to detail and ensure data accuracy.
• Hold self and cross‑functional partners accountable to CX service levels and KPI expectations.
• Ensure customer‑facing processes are documented, simple, scalable, and consistently followed.
• Identify inefficiencies and implement improvements that enhance the customer experience.
• Leverage technology (Zoho, AI, automations) to improve speed, accuracy, and simplicity.

• Degree in Business/Management or related field, or an acceptable combination of education and experience.
• 5+ years of directly related customer service experience.
• Management experience is a must.
• Previous experience in the promotional products industry strongly preferred.
• Computer skills:
  Proficient with Microsoft Office Suite (strong Excel proficiency) and CRM (Zoho, Salesforce) platforms; fast learner of ERP software.
• Proven track record of motivating and inspiring employees while encouraging teamwork.
• Excellent organizational, project/time management, and problem‑solving skills.
• Strong, effective verbal and written communication skills.
• Comfortable dealing with customers at all levels within an organization.
• Experience dealing with customers' escalated issues.
• Exceptional attention to detail.
• Self‑motivated, with high energy and an engaging level of enthusiasm and positivity.
• Comfortable working in a fast‑paced, changing environment.

• Medical, dental, vision
• HSA & FSA
• 401(k) with safe harbor employer contribution
• Annual bonus potential
• 15 days PTO, additional paid holidays and volunteer hours
• And more!

Interviews are happening now! If qualified and interested, please apply to this posting ASAP or directly send your resume to

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm you are authorized to work in the U.S.