Assistant Manager, Customer Experience

At Phillip Jeffries, we believe the most beautiful spaces begin with meaningful connections. Since our start in a family garage in 1976, we have grown into a global luxury wallcovering brand trusted by the world’s top designers and architects. Today, our curated collections and dedication to exceptional service set the standard in the industry.

About the role

We're seeking an Assistant Manager, Customer Experience who is passionate about creating exceptional customer experiences while helping teams perform at their best. This role plays a key part in supporting the daily operations of our Customer Experience team, driving service excellence, and helping to shape a customer-centric culture across the organization. Working closely with both customers and internal partners, you'll help ensure every interaction reflects the high standards that define the Phillip Jeffries brand. This is a hybrid role based in our Fairfield, NJ Headquarters.

Responsibilities

• Lead an Exceptional Customer Experience
  • Partner with the Senior Manager of Customer Experience to support departmental initiatives that enhance the customer journey.
  • Help foster a customer-first mindset throughout the organization.
  • Monitor team performance, service levels, and operational effectiveness.
  • Collaborate cross-functionally to ensure a seamless customer experience across all touchpoints.
  • Support the implementation and continuous improvement of customer service policies and procedures.
• Support Daily Operations
  • Monitor customer service queues and service level performance.
  • Ensure timely responses across phone, email, and chat channels.
  • Assist with auditing customer interactions to maintain service quality and consistency.
  • Act as a resource for team members handling sensitive or complex customer situations.
  • Step in as needed to support customers during periods of high volume or urgency.
• Drive Resolution & Customer Retention
  • Partner with the Resolutions team on escalated and sensitive customer concerns.
  • Help balance business needs with customer satisfaction and retention goals.
  • Serve as an escalation point for complex customer issues when necessary.
  • Work collaboratively to identify solutions that strengthen long-term customer relationships.
• Coach, Develop & Inspire
  • Provide ongoing coaching, feedback, and development support to Customer Experience team members.
  • Help communicate policy, process, and system updates across the department.
  • Support onboarding and development initiatives for new hires.
  • Partner with leadership to create an engaged, informed, and high-performing team environment.

Requirements

• Prior experience in Customer Experience, Customer Service, Contact Center Operations, or a related field.
• Experience in a leadership, supervisory, or team lead capacity.
• Proven ability to handle escalated customer situations with professionalism and empathy.
• Strong interpersonal, communication, and relationship-building skills.
• Experience working with CRM platforms, helpdesk systems, and customer service technology.
• Ability to analyze service trends, prioritize effectively, and solve problems in a fast-paced environment.
• Passion for delivering exceptional customer experiences and building customer loyalty.
• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field preferred.

Skills

• You naturally lead through collaboration, influence, and service.
• You thrive in a fast-paced environment where priorities can shift quickly.
• You enjoy coaching others and helping them grow professionally.
• You balance customer advocacy with sound business judgment.
• You are energized by solving problems and improving processes.
• You take pride in creating experiences that turn customers into lifelong advocates.

Pay

• Competitive annual salary ranging from $70,000 to $80,000, based on your industry experience and background.
• Annual company bonus opportunity to reward your performance.
• Annual Cost of Living increases that honor your growth and commitment.
• Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required.

Benefits

• Health Benefits That Take Care of You
  • Comprehensive medical coverage with employee premiums as low as $50 per month.
  • Coverage options for spouse, domestic partner, civil union partner, and family.
  • Health Reimbursement Account (HRA) to offset medical expenses.
  • Prescription, dental, and vision coverage to support whole-person wellness.
  • Flexible Spending Accounts (FSAs) for healthcare and dependent care.
  • Employee Assistance Program that supports your mental, financial, and physical well-being.
  • Pet insurance for your four-legged companions.
• Time to Recharge
  • 18 paid vacation days.
  • 13 paid holidays, including the week between Christmas and New Year's.
  • Up to 3 additional paid volunteer days annually to support the causes and communities you care about.
• Career Elevation
  • Structured onboarding plan with clear 30, 60, and 90-day milestones and continued training for long-term success.
• Perks at Work
  • Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home.
  • Access to Working Advantage with discounts on travel, entertainment, and everyday purchases.