Customer experience manager h1.location_city
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Customer experience manager • jersey city nj
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Customer Experience Manager
Location: Jersey City, NJ (hybrid)
Reports To: Senior Manager, Digital
Position Summary
The Customer Experience Manager plays a crucial role in leading our client’s customer experience team while driving operational excellence across order management, technology integration, and special projects. This role blends people management, technical systems build-out, and process oversight to ensure that customers—B2C and B2B—receive best-in-class service.
A critical focus of this role will be the further customization and optimization of Salesforce Service Cloud within the Customer Service organization. The ideal candidate has hands-on experience in Salesforce or similar CRM platforms, building workflows, leading new integrations, training frontline teams, and ensuring the system drives measurable efficiency and improved customer engagement.
This leader must also bring a deep understanding of AI development and implementation, with the ability to design, test, and optimize AI-powered workflows (such as guided responses, self-service portals, and chatbots) to enhance the customer experience. This includes end-to-end testing of AI guidances to ensure accuracy, compliance with policy, and seamless escalation to human agents.
Responsibilities
- Customer Operations & Oversight
- Manage daily order flows (Shopify, NetSuite, Salesforce, Loop Returns), ensuring accurate fulfillment, timely communication, and smooth returns/exchanges
- Monitor service KPIs (response time, CSAT, first-contact resolution) and implement improvements
- Oversee escalations for complex issues (warranty, lost/stolen packages, high-value B2B orders)
- Ensure compliance with our client’s policies on returns, warranties, shipping, and discounts
- Technology, Salesforce, AI & Workflow Optimization
- Lead the ongoing development of Salesforce Service Cloud, including case routing, dashboards, reporting, and customer data integrations
- Partner with Operations and Tech teams to connect Salesforce with Shopify, NetSuite, and Loop for a unified CX view
- Design and deliver agent training programs to ensure adoption, data accuracy, and best practices in Salesforce usage
- Act as the internal Salesforce subject matter expert—driving optimization, troubleshooting, and iterative improvements
- Optimize customer service workflows in Shopify and Loop Returns, including ticket routing, macros, tagging standards, escalation flows, and self-service tools
- Lead AI-powered CX initiatives, including chatbot development, AI-guided workflows, and automation rules
- Conduct end-to-end testing of AI guidance systems to ensure accuracy, compliance, and effective escalation
- Continuously evaluate AI performance, making adjustments to improve efficiency, accuracy, and customer satisfaction
- Special Projects (B2B & B2C)
- Manage customer service operations for embroidery, monogramming, and bulk/corporate orders
- Act as liaison between B2B sales, production, and fulfillment to ensure timely delivery and quality control
- Develop SOPs and escalation flows for handling customization issues, delays, or replacements
- Support VIP gifting programs and white-glove orders with elevated service standards
- Clienteling & VIP Channel Development
- Build and oversee a clienteling program within Customer Service, leveraging Salesforce and AI insights to track, segment, and personalize outreach
- Develop VIP sales playbooks for high-value customers, corporate partners, and repeat buyers
- Train agents on relationship-based service: proactive outreach, product recommendations, and post-purchase follow-up
- Establish measurable goals for VIP retention, upsell/cross-sell opportunities, and lifetime value growth
- Team Leadership
- Train, coach, and manage a team of CX agents and shift leads
- Develop SOPs, update FAQs, and ensure adherence to service standards
- Conduct regular quality reviews and feedback sessions to improve tone, empathy, and problem-solving
- Champion a culture of customer-first thinking while balancing operational efficiency
What Success Looks Like
- AI Guidance Performance:
- 80% accuracy rate on AI-guided responses within 6 months; 25% reduction in handle time; ≥65% of Tier 1 tickets resolved without escalation
- Workflow Optimization:
- 95% compliance with tagging protocols; 20% reduction in ticket resolution time within the first year
- Customer Experience:
- Maintain CSAT ≥ 4.7/5; ≥90% first-response within SLA (2 hours chat/email; 24 hours max)
- VIP/Clienteling Channel:
- ≥20% increase in repeat purchase rate among VIPs; measurable growth in lifetime value from top-tier customers
Qualifications
- 5+ years of experience in customer service, with at least 2 years in a management role
- Proven experience rolling out and optimizing service platforms—from configuration and customization to training and adoption (Salesforce required)
- Experience working internally within the fashion, home, lifestyle or beauty industry
- Deep expertise in order, service, returns, and operations workflows (ticket routing, macros, tagging, escalation, automation, and self-service flows); Shopify and Loop experience preferred
- Background or interest in AI development and implementation, with hands-on experience testing, optimizing, and deploying AI-guided workflows and chatbots
- Familiarity with B2B service models, especially custom orders and fulfillment
- Strong project management skills and ability to balance systems work with daily operations
- Analytical mindset with the ability to translate service data into action
- Excellent written and verbal communication skills, with strong coaching capabilities
What Our Client Offers
- Hybrid office schedule (3 days in-office)
- Competitive compensation
- Health and dental benefits
- 401(k) with employer match
- Commuter benefits
- Advancement opportunities
- 20 days of PTO annually
- 9 company holidays plus 2 floating holidays
Compensation
The anticipated base salary range for this position is: $80K-$85K annually.
This range represents the good-faith estimate of the pay the employer reasonably expects to offer upon hire, based on the role’s responsibilities, required experience, location, and internal equity.
The anticipated base salary range for this position is: $80K-$85K annually.
This range represents the good-faith estimate of the pay the employer reasonably expects to offer upon hire, based on the role’s responsibilities, required experience, location, and internal equity.