Experience Manager

7 days ago


St Louis, Missouri, United States Brilliant Earth Full time

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 Role

We'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
Requirements
  • 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
What We Offer
  • 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
About Brilliant Earth

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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