Customer Experience Manager

Company: Storm Creek
Location: Saint Paul
Posted on: February 19, 2026

Job Description:

Job Description Job Description 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. You will love it here if you are: Purpose Driven Always Seeking Better Humbly Confident Accountable to the End Result Skills & 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 is 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. What Storm Creek Can Offer You: We offer a salary range of $70,000-$80,000 per year and a comprehensive benefits package including Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Employee Assistance Program, and 401(k). Teammates may also be eligible for 15 days of vacation/ESST, 8 volunteer hours, and 8 company holidays (plus one floating holiday per year). Storm Creek is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Ready to join us? Let's make an impact together at Storm Creek!

Keywords: Storm Creek, Saint Cloud , Customer Experience Manager, Customer Service & Call Center , Saint Paul, Minnesota