Assistant Manager, Customer Experience – Hybrid

Phillip Jeffries; Fairfield (NJ); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Exclusive employee discount on Phillip

Access to Working Advantage discounts

34 days of paid time off per year

Job summary

Phillip Jeffries in Fairfield, NJ is seeking an Assistant Manager, Customer Experience to elevate our service standards and lead a high-performing team. This hybrid role partners with customers and internal teams to ensure exceptional interactions, drive retention, and uphold the Phillip Jeffries brand.

You will coach staff, monitor service levels, and implement policies that balance customer satisfaction with business goals. Prior experience in CX leadership is essential.

Qualifications

• Strong leadership experience in Customer Experience or contact center operations.
• Proven ability to handle escalated customer situations with professionalism and empathy.
• Excellent communication and relationship-building skills.
• Experience with CRM and helpdesk tools.

Responsibilities

• Lead an exceptional customer experience and support departmental initiatives to enhance the customer journey.
• Foster a customer-first mindset across the organization and monitor team performance.
• Collaborate cross-functionally to ensure seamless customer experiences across touchpoints.
• Assist with auditing interactions and improving service policies and procedures.
• Coach, develop, and inspire team members to sustain high performance.

Skills

Leadership

Customer Experience

Communication

CRM platforms

Problem solving

Team coaching

Education

Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or related field

Tools

CRM platforms

Helpdesk systems

Customer service software

Job description

Phillip Jeffries in Fairfield, NJ is seeking an Assistant Manager, Customer Experience to elevate our service standards and lead a high-performing team. This hybrid role partners with customers and internal teams to ensure exceptional interactions, drive retention, and uphold the Phillip Jeffries brand.

You will coach staff, monitor service levels, and implement policies that balance customer satisfaction with business goals. Prior experience in CX leadership is essential.