Customer Experience Manager Job Eagan area,Minnesota USA,IT/Tech

About Us

Hi! We're Storm Creek- a women-owned, B-Corp certified, sustainably-made clothing brand that cares deeply about doing good. We proudly donate over 5% of our profits to environmental and community causes. Here's a bit more about us so we can really get to know each other.

From sparking curiosity to fueling our growth mindset, we're all about purposeful action and relentless innovation. We run on EOS, and "good enough" isn't in our vocabulary—we aim higher, think sharper, and collaborate harder. And giving back? That's in our DNA. We're charging full steam ahead to hit $5 million in charitable donations by 2030. Turns out doing good can look good, too.

We're proud to be recognized as one of the best places to work in 2024 and 2025 - ranked in the top 1% of suppliers nationwide and a Minnesota Keystone Member, giving 5% of our profits back to the community. Translation? We're not just a great place to shop - we're an even better place to work. Curious what makes us special?

Come join the fun!

About the role

The Customer Experience Manager is responsible for delivering a seamless, high-quality customer journey that strengthens relationships, accelerates responsiveness, and drives operational precision. This role provides leadership, management, and accountability (LMA) across customer-facing workflows while ensuring tight collaboration with Sales, Order Entry, and Fulfillment. Through proactive communication, disciplined process management, and effective use of technology tools such as Zoho and AI, this position ensures customers receive exceptional support at every stage of their engagement with Storm Creek.

Success in this role means the customer journey is consistently executed with accuracy, timeliness, and professionalism. Customers experience clear communication, fast resolution of issues, and confident support during onboarding and ongoing engagement. Metrics are met or exceeded, reporting is reliable and data-driven, and cross-functional teams remain aligned due to proactive communication. Processes are documented, simplified, and continuously improved to reduce friction and enhance efficiency.

Technology is leveraged effectively to streamline work, escalations are managed decisively, and the team operates with strong accountability and a customer-first mindset.

You'll come to work every day if you Get, Want, and have the Capacity for

LMA

Provide leadership, management, and accountability (LMA) for any CX functions or workflows owned.
Collaborate tightly with Sales, Order Entry, and Fulfillment to ensure seamless execution.
Communicate proactively to maintain alignment across teams.

Own the Customer Journey & Successful Implementation

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.

Deliver Customer-Centric Service & Manage Escalations

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.

Drive Metrics, Reporting, and Accountability

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.

Process Ownership, Efficiency, and Continuous Improvement

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.


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