Senior 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

As we continue to elevate the customer journey, we are seeking a Senior Manager, Customer Experience to lead our customer support operations, develop high-performing teams, and drive continuous improvement across the organization. Reporting to the Senior Director of Customer Experience, this role will play a critical part in shaping service excellence, enhancing operational efficiency, and ensuring every customer interaction reflects the Phillip Jeffries standard.

Responsibilities

• Leadership & Team Development
  • Lead, coach, and develop a team of Customer Experience professionals.
  • Provide ongoing performance feedback, coaching, and career development opportunities.
  • Foster a culture of accountability, engagement, continuous improvement, and service excellence.
  • Manage team productivity, workload distribution, and operational performance.
  • Partner with leadership to implement department initiatives and process improvements.
• Customer Experience & Support Operations
  • Drive service excellence through effective support processes and service level management.
  • Monitor key performance metrics, dashboards, and customer satisfaction trends.
  • Partner with Sales and cross-functional teams to identify and resolve customer challenges.
  • Build strong relationships with internal stakeholders and key customers.
  • Identify opportunities to reduce customer friction and improve the overall customer journey.
• Continuous Improvement & Project Leadership
  • Lead and contribute to strategic projects that improve operational efficiency and customer satisfaction.
  • Manage project timelines, stakeholder communication, and successful execution of initiatives.
  • Utilize customer feedback and data insights to drive informed business decisions.
• Customer Insights & Escalation Management
  • Manage complex customer concerns and escalations with professionalism and urgency.
  • Partner with Sales, Marketing, Design, Finance, and Supply Chain teams to develop proactive solutions.
  • Share customer insights with leadership to support strategic decision-making and continuous improvement efforts.
• Training & Enablement
  • Partner with the CX Training team to support onboarding and ongoing employee development.
  • Utilize quality assurance reviews and performance data to identify training opportunities.
  • Ensure team members have the tools, knowledge, and resources needed to succeed.
  • Help create a best-in-class learning environment that supports long-term employee growth and retention.

Requirements

• 7+ years of customer service, customer experience, or sales support experience.
• 5+ years of leadership experience managing support or service teams.
• Experience leveraging customer service platforms, helpdesk systems, and analytics tools.
• Strong project management, problem-solving, and organizational skills.
• Proven ability to lead through change and drive cross-functional collaboration.
• Excellent communication, coaching, and relationship-building skills.
• Passion for delivering exceptional customer experiences and developing high-performing teams.

Benefits

Your Compensation Journey

• Competitive annual salary ranging from $80,000 - $95,000, 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.

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

• 34 days of paid time off each year, including:
  • 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.