Customer Experience Manager

At Blue Delta, we build custom jeans and apparel one customer at a time — made in Mississippi and sold across the globe. We are looking for a Customer Experience (CX) Manager to help us scale the premium, personal experience that has defined our brand from the beginning. This is not a traditional customer service role. This person will help architect and lead the entire customer journey in both digital and analog environments while enhancing the hospitality, responsiveness, and personal touch that make Blue Delta unique. This role sits at the intersection of: customer service operations hospitality digital systems What You'll Own Customer Journey Management Help design and improve the full Blue Delta customer journey from first interaction through reorder Identify friction points and improve communication, systems, and workflows Ensure customers feel informed, valued, and cared for throughout the process CX Systems & Digital Operations Manage and improve our customer experience systems and workflows across: Asana Gladly HubSpot Klaviyo Yotpo Work alongside Marketing and Operations teams to improve automation, communication flows, and customer visibility Help centralize customer data and improve reporting visibility Help support and improve loyalty, referral, and rewards-based customer programs Customer Communication & Hospitality Lead customer communication standards and tone of voice Ensure communication feels personal, proactive, and premium Handle escalated customer situations with professionalism and urgency Develop templates, standards, and best practices without making communication feel robotic Cross-Functional Coordination Serve as a bridge between: customers sales production shipping marketing leadership Help ensure expectations are clearly communicated internally and externally Reduce surprises, confusion, and operational disconnects Process Improvement Build systems and SOPs that reduce dependence on tribal knowledge Help create accountability, visibility, and consistency across the customer journey team Use data and customer feedback to recommend improvements What We're Looking ForExperience Minimum of 5 years of experience in customer experience, hospitality, e-commerce, operations, or a related field Experience working inside fast-moving brands or growing companies preferred Experience with CRM systems and customer communication platforms strongly preferred Experience with customer loyalty, rewards, or retention programs is a plus Traits High emotional intelligence Organized and systems-oriented Excellent written and verbal communication Strong follow-through and attention to detail Comfortable handling difficult customer situations Proactive problem solver Able to balance hospitality with operational realities High-agency personality that takes ownership without waiting to be told Bonus Points Experience in premium retail, luxury hospitality, apparel, or custom products Familiarity with EOS-style accountability systems Understanding of customer retention and lifecycle marketing Experience improving CX metrics and workflows Success in This Role Looks Like Customers feel informed and taken care of Internal teams communicate more effectively Issues are solved faster and more proactively Repeat customer rates improve Customer communication becomes more scalable without losing personality The Blue Delta experience becomes more consistent across every touchpoint About Blue Delta Blue Delta is a custom clothing company based in Tupelo, Mississippi focused on building premium products with American craftsmanship and modern technology. We believe in hospitality, quality, relationships, and creating products that are built specifically for the individual wearing them.

Pay:

$65,000.00 - $125,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person