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Customer Experience Manager
2 months ago
Job Summary:
The Customer Experience Manager will lead a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to Brilliant Earth customers.
Key Responsibilities:
- Recruit and lead a team of Customer Experience Assistants in a fast-paced, omni-channel environment, focused on achieving sales targets and team KPIs.
- Drive strong showroom sales performance by demonstrating a robust understanding of business processes, priorities, and KPIs, disseminating information to the team, and closely coaching each team member to achieve performance goals.
- Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies, and procedures.
- Partner with our customer care team to problem-solve customer experience escalations, ensuring the best possible experience for all customers.
- Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting the highest standards of customer service.
- Respond to customer inquiries over phone, email, and live chat.
- Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.
- 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 and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor, and signage maintenance and regular cross-functional reviews/checkpoints.
- Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care.
Requirements:
- A passion for the customer. You don't just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door.
- A drive to exceed goals. You love a good challenge. You're a self-proclaimed 'over-achiever' on a mission to help your team exceed their sales targets.
- It's all in the details. When it comes to our customer's biggest moments, you know it's the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.
- Communication is Key. You have a way with words. Whether you're interacting with a customer or teammate in person, via email, or by chat, you're clear and concise.
- An Eye for Innovation. You're a creative thinker who brings new ideas to the table.
- Master of Collaboration. You're a team player. You believe that in order to transform the jewelry industry, we all have to work together.
- A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.
What We Offer:
- Competitive compensation and a robust benefits package, including insurance, 401k match, paid time off, sales incentive programs, disability and life insurance, pre-tax commuter benefits, continued education, employee discounts, wellness benefits, and giving back and volunteer opportunities.
