About Us: At Kimberbell, our passion is helping people “Experience the joy of creativity”™ by providing superior machine embroidery experiences. Kimberbell was established in 2009 in beautiful Logan, Utah, located in the Cache Valley of Northern Utah. We produce machine embroidery designs, project materials, project books, subscription boxes, and events.
Job Title: Director of Relationship Management
Department: Relationship Management
Job Summary: The Director of Relationship Management leads Kimberbell’s Relationship Management team in building strong partnerships with quilt shops, and crafting businesses. This role focuses on developing customer relationship strategies, supporting team growth, improving the customer experience, and collaborating across departments to drive customer satisfaction, retention, and business growth. By fostering trust, communication, and operational excellence, the Director helps strengthen long-term partnerships that contribute to Kimberbell’s continued success in the crafting industry.
Position Type:
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Full-time (37-40 hours per week)
Supervisory Responsibilities:
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Lead, mentor, and support the Relationship Management team.
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Establish team goals, performance expectations, and accountability standards.
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Conduct coaching, training, and ongoing professional development for team members.
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Assist with hiring, onboarding, scheduling, and performance evaluations.
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Foster a positive, collaborative, and customer-focused team culture.
Monitor team productivity and provide guidance to ensure high-quality customer service and support.
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Essential Duties/Responsibilities:
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Build and maintain strong relationships with key customers and strategic partners.
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Develop and implement strategies to improve customer satisfaction, retention, and engagement.
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Serve as an escalation point for complex customer concerns and ensure timely resolution.
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Collaborate with Sales, Marketing, Product Development, Education, and Operations teams to support customer success and company initiatives.
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Identify opportunities for account growth, increased product adoption, and business development.
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Monitor customer feedback, trends, and performance metrics to identify areas for improvement.
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Oversee customer account management processes, documentation, and departmental workflows.
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Assist in developing and improving departmental procedures, policies, and best practices.
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Prepare reports and provide updates on customer trends, team performance, and departmental goals.
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Perform other related duties as assigned.
‘Day in the life’: A typical day for the Director of Relationship Management begins with reviewing team priorities, customer feedback, and ongoing account needs. Throughout the day, you may coach team members, collaborate with internal departments, and connect directly with key customers to strengthen relationships and support business growth. You will monitor customer experience trends, help resolve escalated concerns, and identify opportunities to improve processes and communication.
This role also includes strategic planning, analyzing customer and team performance metrics, supporting company initiatives, and ensuring the Relationship Management department operates efficiently and effectively. Success in this role comes from balancing leadership, operational excellence, and genuine customer connection while helping Kimberbell partners thrive.
Benefits:
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Competitive wage
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Paid Parental Leave
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Health, Dental and Vision Insurance
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401K Match
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Complimentary Life Insurance
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Comprehensive training and ongoing professional development opportunities
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Employee discounts on our products
Education and/or Work Experience Requirements:
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Bachelor’s degree in Business, Communications, Marketing, or related field preferred.
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5+ years of experience in customer service, account management, relationship management, or related roles.
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2+ years of leadership or management experience preferred.
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Strong interpersonal, communication, and conflict-resolution skills.
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Proven ability to build strong customer relationships and lead high-performing teams.
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Experience with Google Workspace and CRM/order management systems such as NetSuite preferred.
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Strong organizational skills with the ability to manage multiple priorities.
Proficient computer skills with the ability to learn new software and systems.
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Physical Requirements:
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Prolonged periods sitting at a desk and working on a computer.
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Ability to communicate effectively via phone, video conference, and in-person interactions.
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Occasional lifting of materials up to 25lbs.
