Experience Manager
7 days ago
Brilliant Earth is a leading e-commerce jeweler with a mission to cultivate a more transparent, sustainable, and inclusive jewelry industry. We're seeking an experienced manager to lead our customer experience team in St. Louis, MO.
About the RoleWe're looking for a seasoned manager who can build, lead, and mentor a high-performing team of customer service experts. The ideal candidate will have a proven track record of recruiting and growing accountable teams, as well as experience in retail or direct-to-consumer sales leadership.
The successful candidate will assist in leading the team to achieve sales targets, provide exceptional customer experiences, and maintain a luxury environment in our showroom. This includes creating memorable and personalized experiences for customers, guiding them through purchasing decisions, and resolving customer inquiries in a timely and professional manner.
Responsibilities- Lead and develop a high-performing customer experience team
- Maintain a luxury environment in the showroom, including visual merchandising standards and planogram maintenance
- Create personalized experiences for customers, including diamond options and custom designs
- Respond to customer inquiries over phone, email, and live chat
- Conduct in-person customer appointments to present jewelry in our private showroom
- Problem-solve customer experience escalations, in partnership with operations and customer care
- Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care
- 3+ years of experience in retail or direct-to-consumer sales leadership
- Proven track record of recruiting and growing high-performing teams
- BA degree or equivalent preferred
- A true passion for helping people and creating positive customer experiences
- Excellent written and verbal communication skills
- 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
- Competitive salary: $65,000 - $75,000 per year, depending on experience
- Benefits package, including medical, dental, and vision insurance
- 401k match and paid time off
- Sales incentive programs and quarterly bonuses
- Disability and life insurance, pre-tax commuter benefits, and continued education opportunities
- Employee discounts on jewelry and wellness benefits
- Giving back and volunteer opportunities
We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. Our mission is to cultivate a more transparent, sustainable, and inclusive jewelry industry. If you're passionate about customer service, teamwork, and making a positive impact, we encourage you to apply.
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