Customer Experience Team Lead and Luxury Sales Manager

5 days ago


Dallas, Texas, United States Brilliant Earth Full time
Job Overview

As a Customer Experience Team Lead and Luxury Sales Manager at Brilliant Earth, you will be responsible for building, leading, and mentoring a high-performing team of customer experience professionals. Your primary focus will be on delivering exceptional service to customers, fostering an environment of partnership and positivity, and driving sales growth while exceeding customer experience goals.

About the Role

This is an exciting opportunity to join a dynamic and fast-paced team in our Austin, TX showroom location. As a key member of our leadership team, you will play a critical role in shaping the customer experience strategy and implementing initiatives to drive business growth. Your expertise and passion for customer service will inspire and motivate your team to deliver outstanding results.

Main Responsibilities

The ideal candidate will possess excellent leadership and interpersonal skills, with a proven track record of recruiting and developing high-performing teams. You will be responsible for:
  • Recruiting, training, and developing a talented team of customer experience professionals to achieve sales targets and provide exceptional service to customers.
  • Maintaining a luxurious and functional showroom environment that consistently meets high standards of customer service.
  • Creating personalized experiences for customers by guiding them through purchasing decisions, including diamond options and custom designs.
  • Responding to customer inquiries over phone, email, and live chat, ensuring high standards are upheld by the team.
  • Conducting in-person customer appointments to present luxury jewelry items in our private showroom, creating memorable and personalized experiences.
  • Solving customer experience escalations in partnership with operations and customer care, ensuring the best possible experience for all customers.
  • Collaborating across departments to achieve business objectives and support company-wide initiatives.

Key Qualifications

To succeed in this role, you will need:
  • A minimum of 2 years of experience in retail management or direct-to-consumer sales, with a proven track record of recruiting and growing high-performing teams.
  • Excellent leadership and communication skills, with the ability to motivate and inspire team members to deliver outstanding results.
  • A strong understanding of luxury sales and customer service principles, with a focus on delivering exceptional experiences.
  • Proven problem-solving skills, with the ability to think critically and adapt quickly in a fast-paced environment.
  • Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines.

Benefits and Perks

We offer a competitive salary of $65,000 - $75,000 per year, based on experience, as well as a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) match, paid time off, and ongoing training and development opportunities.

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