Customer Experience Team Leader

4 days ago

Roseville, California, United States Brilliant Earth Full time

Brilliant Earth is a leading e-commerce jeweler dedicated to creating transparent, sustainable, and compassionate fine jewelry. We are seeking a highly motivated and experienced Customer Experience Assistant Manager to join our team in Roseville, CA.

Job Summary:

  • 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.
  • Maintain an efficient and highly functional showroom and office, ensuring that the team meets high standards of customer service.
  • Create memorable and personalized experiences for Brilliant Earth customers by guiding them 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.
  • Maintain a luxury environment in the showroom and uphold visual merchandising standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance, and regular visual merchandising reviews.
  • Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care.

About You:

  • You have experience managing people in retail or direct-to-consumer sales, store leadership, or keyholder experience is a plus.
  • You demonstrate a proven track record of recruiting and growing high-performing and accountable teams.
  • 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 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.
  • 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.

We Offer:

  • An excellent training program and endless opportunities for career growth.
  • Competitive compensation: $69,000 annually.
  • Medical, dental, and vision insurance kick in on the first day of your 2nd month.
  • 401k match: we offer a generous 401k match.
  • Paid Time Off: 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: 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: support local initiatives and volunteer together as a team.

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