Kelly · 21 hours ago
Customer Experience Manager
Eagan, MN
Full-time
Onsite
Senior Level
$70K/yr - $80K/yr
5+ years expKelly is seeking a Customer Experience Manager to work with our client, a MN-based apparel company, on a direct hire basis. The role involves providing leadership for customer experience functions, supervising a team, and collaborating with various departments to enhance customer satisfaction and loyalty.
OutsourcingProfessional Services
Responsibilities
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
Qualification
Required
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
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
Preferred
Previous experience in the promotional products industry strongly preferred
Benefits
Medical, dental, vision
HSA & FSA
401k with safe harbor employer contribution
Annual bonus potential
15 days PTO, additional paid holidays and volunteer hours
Company
Kelly
We’ve been helping organizations find the people they need longer than any other company in the world.
10001+ employees
H1B Sponsorship
Kelly has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (85)
2024 (76)
2023 (59)
2022 (74)
2021 (81)
2020 (65)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Chris Layden
Chief Executive Officer
N
Nicholas Zuhlke
Vice President, Controller, and Chief Accounting Officer
Recent News
Kelly Services, Inc.
2025-11-08
2025-11-08
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