Client Experience Manager

Hanson Design • Build • Remodel; Minneapolis (MN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

IRA match

Profit sharing

PTO

Paid holidays

Stipend for health insurance

Job summary

Hanson Design • Build • Remodel in South Minneapolis is seeking a full-time, on-site Client Experience role to design and optimize the journey from first inquiry to project completion and beyond. You will build systems and touchpoints ensuring exceptional care at every client interaction.

You will become the voice of clients, gathering feedback through surveys and events, reporting monthly insights and opportunities to improve the experience.

Qualifications

• You design and optimize the client experience from inquiry to project completion.
• You build systems and touchpoints that ensure exceptional care on every client interaction.
• You capture client feedback through surveys, conversations, and performance metrics, then report insights monthly.

Responsibilities

• Design, implement and continually improve the Hanson client experience from inquiry through project completion.
• Build the systems, processes and touchpoints to ensure every client receives exceptional care, every time.
• Be the voice of our clients by gathering feedback and presenting honest assessments to leadership.

Job description

Most remodeling companies think the client experience begins when the contract is signed and ends with the final invoice. We see it differently.

For us, the client experience is the reason a homeowner chooses Hanson in the first place - and the reason they confidently recommend us to their friends and neighbors afterward.

A remodel turns a family's home into a job site for weeks or even months. How a homeowner feels throughout that journey determines whether they become lifelong advocates or quietly decide never to work with us again.

Our business has been built on referrals from clients who loved not only the finished product, but the entire experience. This role exists to make that happen intentionally, consistently, and at scale.

What You'll Own

The Client Experience:

You will design, implement, and continuously improve the Hanson client experience from the first inquiry through project completion - and beyond. You will build the systems, processes, and touchpoints that ensure every client receives exceptional care, every time.

The Voice of Our Clients:

You will become the voice of our clients. Through surveys, conversations, reviews, and performance metrics, you'll understand what it's truly like for a client to work with Hanson. Each month, you'll provide leadership with an honest assessment of the client experience - celebrating what's working while identifying challenges and opportunities where we can improve.

The Hanson Community:

You’ll cultivate lasting relationships with past clients through events, newsletters, social media, and stories that celebrate their homes and their experiences.

You Might Be the Right Fit If...

• You see inefficient, manual processes and immediately start thinking about how to build a better system.
• You ask thoughtful questions, genuinely listen to the answers, and aren't afraid to communicate difficult feedback when it helps the company improve.
• You lead through trust, authenticity, and influence, inspiring people to follow through on commitments even when you aren't their manager.
• You communicate with warmth and professionalism - whether you're speaking with clients in their homes, hosting an event, writing a newsletter, or responding to feedback.
• You care deeply about creating experiences that people remember and enthusiastically recommend to others.
• You think like an owner. You take initiative, see opportunities to improve the business, and turn ideas into action rather than simply maintaining the status quo.
• You’re driven to grow. You want your career to grow alongside the company and are excited to take on increasing responsibility and new challenges.
• You understand the bigger picture. You know that an exceptional client experience drives stronger relationships, more referrals, a better reputation, and long-term business growth.

Your Place on the Team

Our designers, project managers, and owner build strong relationships with clients throughout each project. Your role is to build and manage the systems that ensure every one of those relationships receives the attention, communication, and follow-through it deserves.

Some of your work will be highly visible - client events, social media, newsletters, and celebrating completed projects. Much of it will happen behind the scenes through CRM management, client communications, feedback collection, process improvements, and ensuring concerns are resolved before they become bigger problems.

The right person takes pride in knowing that, while much of their work is not client-facing, it plays a critical role in creating an effortless client experience.

Why Hanson?

Our ambition is simple: To be the guiding light in residential design-build; sought after by clients, our team, and our industry.

That doesn't happen through beautiful projects alone. It happens when every client feels genuinely cared for throughout one of the most disruptive experiences they can have in their home. Those clients become enthusiastic promoters, and those promoters become the foundation of our continued growth.

This is not a support role. It's a role with meaningful ownership, direct influence on the future of our company, and the opportunity to shape an experience that sets Hanson apart from every other remodeling company.

The Details

This is a full-time, on-site role based in South Minneapolis

Compensation Package:

• Salary range $60-80k depending on experience
• IRA match
• Profit sharing
• PTO
• Paid holidays
• Stipend for health insurance

If you're passionate about creating exceptional experiences, building systems that scale, and helping people feel genuinely cared for, we'd love to meet you.