Customer Experience Team Lead

5 days ago

Atlanta, Georgia, United States Brilliant Earth Full time
Job Description

**About the Role**

The Assistant Manager for our Customer Experience team will build, lead and mentor a team of dedicated professionals responsible for delivering exceptional service to Brilliant Earth customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team's manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer.

Key Responsibilities:

  • Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and providing a luxury experience to all customers.
  • Work closely with the Retail Operations team to maintain a luxury environment in the showroom.
  • Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service.
  • Create memorable and personalized experiences for Brilliant Earth customers by guiding customers through purchasing decisions, such as diamond options and custom designs.
  • Respond to customer inquiries over phone, email and live chat, and ensure that high standards are upheld by the team.
  • Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.
  • Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
  • Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers.
  • Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.
  • Collaborate across departments on special projects in operations, merchandising, marketing, HR and customer care.

Requirements:

  • Must have experience managing people in retail or direct-to-consumer sales, store leadership or keyholder experience a plus.
  • Must demonstrate a proven track record of recruiting and growing high-performing and accountable teams.
  • BA degree or equivalent preferred.
  • A true passion for helping people and creating positive customer service experiences.
  • Highly organized with focus on execution, problem-solving, and improving processes.
  • Motivated self-starter with high efficiency work style, while maintaining attention to detail.
  • Excellent written and verbal communication.
  • Ability to think critically and adapt quickly in a flexible environment.
  • Exceptional time management skills and accountability.
  • Team player with the ability to work collaboratively to achieve business goals.
  • 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.
  • 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 is important to recharge and relax- you'll accrue 3 weeks of PTO in your first year.
    • Sales Incentive Programs. Quarterly 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.

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