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Customer Experience Manager

Eagan, MN

Direct Hire

$70-80k

*Position is fully onsite, Mon-Fri 8am-5pm

*Annual bonus potential & comprehensive benefits

Kelly is seeking a Customer Experience Manager to work with our client, a MN-based apparel company, on a direct hire basis! This is an excellent opportunity to work for a women-owned organization that has been recognized as one of the best places to work in 2024 and 2025 and that generously donates to environmental and community causes.

The Customer Experience Manager will:

+ Provide leadership, management, and accountability (LMA) for any CX functions or workflows owned

+ Supervise a team of 4 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 score survey, analyze trends, and lead follow up actions that improve overall customer satisfaction and loyalty

+ Design, maintain, and continuously improve the end-to-end customer journey

+ Ensure all 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

Qualifications:

+ Degree in Business/Management or related, or an acceptable combination of education and experience

+ 5+ years of directly related work 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 communications 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

Benefits:

+ Medical, dental, vision

+ HSA & FSA

+ 401k 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 [email protected].

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

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Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.