Customer Experience Manager

1 month ago

Baltimore, Maryland, United States Brilliant Earth Full time

Customer Experience Manager - Baltimore, MD

The Customer Experience Manager will build, lead and mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to Brilliant Earth customers. As the team's leader, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Customer Experience Manager leads the team to achieve and exceed sales goals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success.

The ideal candidate will be able to work a full-time Thursday - Monday schedule. This role is in-office at our Baltimore, MD showroom location.

What You'll Do:

Recruit and lead a team of Customer Experience Assistants in a fast-paced, omni-channel environment, focused on achieving sales targets and team KPIs. Drive strong showroom sales performance by: demonstrating a robust understanding of business processes, priorities and KPIs, disseminating information to the team and closely coaching each team member to achieve performance goals. Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures. Partner with our customer care team to problem-solve customer experience escalations, ensuring the best possible experience for all customers. Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting the highest standards of customer service. Respond to customer inquiries over phone, email and live chat. Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment. Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments. Maintain a luxury environment in the showroom and uphold visual merchandising and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regular cross-functional reviews / checkpoints. Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care. What You Have: A passion for the customer. You don't just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door. A drive to exceed goals. You love a good challenge You're a self-proclaimed "over-achiever" on a mission to help your team exceed their sales targets. It's all in the details. When it comes to our customer's biggest moments, you know it's the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment. Communication is Key. You have a way with words. Whether you're interacting with a customer or teammate in person, via email, or by chat, you're clear and concise. An Eye for Innovation. You're a creative thinker who brings new ideas to the table. Master of Collaboration. You're a team player. You believe that in order to transform the jewelry industry, we all have to work together A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.

You're a Great Fit if You Have:

Experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience a plus BA degree or equivalent, preferred Ability to think critically and adapt quickly in a flexible environment Exceptional time management skills and accountability Robust CRM software experience Entrepreneurial spirit / self-starter Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts Interest in socially and environmentally responsible organizations and products What We Offer

At Brilliant Earth, we're passionate about the employee experience. That's why we offer an excellent training program and endless opportunities for career growth In addition, we offer competitive compensation and a robust benefits package, including:

Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month 401k match. We know that saving for the future is important. That's why we offer a generous 401k match. Paid Time Off. We know it's important to recharge and relax - you'll accrue 3 weeks of PTO in your first year.Sales Incentive Programs. Quarterly and annual bonuses for achieving sales targets.Disability and Life insurance. 100% employer-paid. Pre-Tax Commuter Benefits. Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings. Employee Discounts. As an employee at Brilliant Earth, you'll receive a generous discount on our jewelry. Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling. Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.

#LI-Onsite

How to Apply & What to Expect:

Everyone at Brilliant Earth has a voice – we want to hear yours If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

You'll receive an email when we've received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call

If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at

More About Us

  • Customer Experience Specialist

    5 hours ago

    Baltimore, Maryland, United States USALCO Full time

    Job DescriptionJob OverviewUSALCO, a leading provider of water and wastewater treatment chemistry, is seeking a Customer Experience Coordinator to ensure exceptional customer satisfaction and loyalty through effective processes, communication, and service delivery.The ideal candidate will have exceptional interpersonal skills, a strong customer-centric...

  • Director of Customer Experience

    10 hours ago

    Baltimore, Maryland, United States Cory Executive Recruiting Full time

    Exciting Opportunity: Senior Leadership Role Location: National Network CORY Executive Recruiting is seeking a seasoned professional to fill a crucial position as a Director of Customer Experience. This role will report to the CEO and COO and is tasked with defining and executing a best-in-class customer experience throughout the customer journey. About Our...

  • Customer Experience Representative

    1 day ago

    Baltimore, Maryland, United States Beacon Street USA Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Member Services Associate. As a key member of our support team, you will be responsible for delivering exceptional customer experiences through proactive and empathetic communication.Key ResponsibilitiesCustomer Support: Provide timely and effective support to...

  • Customer Experience

    2 days ago

    Baltimore, Maryland, United States Kneads Bakeshop Full time

    Job SummaryWe are seeking a highly skilled and enthusiastic Beverage Specialist & Sales Ambassador to join our team at Kneads Bakeshop. As a key member of our front-of-house team, you will be responsible for delivering exceptional customer experiences and providing expert knowledge of our beverage and retail offerings.Key ResponsibilitiesPrepare and Serve...

  • Deco Department Manager

    11 hours ago

    Baltimore, Maryland, United States Floor & Decor Full time

    About the RoleWe are seeking a highly skilled and experienced Deco Department Manager to join our team at Floor & Decor. As a key member of our retail operations team, you will be responsible for driving sales growth, delivering exceptional customer experiences, and leading a high-performing team of sales associates.Key ResponsibilitiesCustomer Service and...

  • Customer Experience Transformation Lead

    3 days ago

    Baltimore, Maryland, United States Merkle Full time

    About the RoleMerkle is seeking a highly skilled Growth Architect to join our team. As a Growth Architect, you will play a critical role in driving sales solutioning support for multi-service line, integrated deals across Merkle.Key ResponsibilitiesWork closely with sales leads to envision opportunities, align with internal stakeholders, and coordinate...

  • Patient Experience Manager/Coach

    3 months ago

    Baltimore, Maryland, United States Johns Hopkins Medicine Full time

    Join a fantastic global healthcare organization Excellent compensation packageExceptional benefits, including dependent tuition reimbursementYOU BELONG HEREPosition Summary:Under the direction of the Chief Patient Experience Officer or designee, the Patient Experience Manager/Patient Experience Coach works closely with leadership to identify, plan, design,...

  • Learning Experience Manager

    2 days ago

    Baltimore, Maryland, United States Novocure Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Manager, Learning to join our team at Novocure. This is a critical role that will lead the development and implementation of learning experiences and programs to support the growth and development of our employees.Key ResponsibilitiesLearning Experience Design and Development: Utilize internal...

  • Customer Engagement Manager

    1 week ago

    Baltimore, Maryland, United States Genuine Parts Company Full time

    SUMMARY:The Sales Account Specialist is responsible for driving revenue growth by identifying and cultivating opportunities across a diverse customer base. This position emphasizes customer satisfaction through proactive engagement and effective management of client expectations. The Sales Account Specialist educates clients on Genuine Parts Company products...

  • Senior Customer Strategy Manager

    5 days ago

    Baltimore, Maryland, United States Merkle Full time

    Job OverviewMerkle is a premier global performance marketing agency that leverages data and technology to create personalized customer experiences across various platforms. With over three decades of expertise, we partner with Fortune 1000 companies and leading nonprofit organizations to enhance the value of their customer portfolios. Our foundation in data,...

  • Lead Manager of Customer Insights

    1 week ago

    Baltimore, Maryland, United States Merkle Full time

    Job OverviewAs a Senior Manager of Customer Strategy at Merkle, you will be an integral part of a dynamic team dedicated to driving business success for our clients. Your role will involve collaborating closely with the Director of Customer Strategy, where your expertise in understanding client objectives will be paramount.Key Responsibilities:Oversee the...

  • Guest Services Event Staff

    2 months ago

    Baltimore, Maryland, United States Spectra Experience Full time

    Oak View GroupOak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals,...

  • Strategic Customer Engagement Senior Manager

    5 days ago

    Baltimore, Maryland, United States Merkle Full time

    Job OverviewCompany OverviewMerkle is a premier global performance marketing agency that leverages data and technology to create personalized customer experiences across various platforms. With over three decades of experience, we collaborate with Fortune 1000 companies and leading nonprofit organizations to enhance the value of their customer relationships....

  • Social Sales Manager

    5 hours ago

    Baltimore, Maryland, United States Four Seasons Hotels Limited Full time

    About Four SeasonsFour Seasons is a world-renowned luxury hotel chain that prides itself on delivering exceptional guest experiences. Our team members around the world are dedicated to creating unforgettable moments for our guests, residents, and partners through a commitment to luxury and genuine heart.We believe that the key to delivering exceptional guest...

  • Customer Relations Manager

    2 hours ago

    Baltimore, Maryland, United States Lhmauto Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Relations Manager to join our team at Lhmauto. As a key member of our organization, you will be responsible for ensuring exceptional customer experiences and building strong relationships with our clients.Key ResponsibilitiesDevelop and implement a customer relations program to build and...

  • Guest Experience Coordinator

    5 days ago

    Baltimore, Maryland, United States American Limousines, Inc. Full time

    About American Limousines, Inc. At American Limousines, Inc., we pride ourselves on providing exceptional transportation services and creating memorable experiences for our clients. We are seeking a dedicated and enthusiastic individual to join our team as a Guest Experience Coordinator. Responsibilities: Provide prompt and courteous phone support,...

  • Warehouse Porter|Part-time| CFG Bank Arena

    4 weeks ago

    Baltimore, Maryland, United States Spectra Experience Full time

    Oak View GroupOak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals,...

  • Senior Manager, Client Experience Digital Strategist

    2 days ago

    Baltimore, Maryland, United States Weber Shandwick Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Manager to join our team at Weber Shandwick. As a Senior Manager, Client Experience Digital Strategist, you will be responsible for leading our digital marketing efforts and developing innovative strategies to drive business growth.Key ResponsibilitiesDevelop and execute comprehensive...

  • Customer Service Specialist

    1 month ago

    Baltimore, Maryland, United States Danfoss Full time

    Job Description The Customer Service Specialist– G4 serves as the primary customer contact for assigned high-profile customer accounts and ensures all customer needs and expectations are met. They respond to inbound customer calls and emails regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's. They assist other customer...

  • Customer Service Specialist

    2 months ago

    Baltimore, Maryland, United States ASR (American Sugar Refining) Full time

    ASR Group is the world's largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York,...