Retail Sales Assistant Manager

2 days ago

Boston, Massachusetts, United States Brilliant Earth Full time
Job Description

The Customer Experience Team Lead will be responsible for building, leading, and mentoring a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants. The ideal candidate will have experience managing people in retail or direct-to-consumer sales, and will be able to work a schedule that includes weekend days.

Key Responsibilities:

  • 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.
  • Work closely with the Retail Operations team to maintain a luxury environment in the showroom.
  • Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service.
  • Create memorable and personalized experiences for Brilliant Earth customers by guiding customers 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.
  • Collaborate across departments on special projects in operations, merchandising, marketing, HR, and customer care.

Requirements:

  • Must have experience managing people in retail or direct-to-consumer sales, store leadership, or keyholder experience.
  • Must demonstrate a proven track record of recruiting and growing high-performing and accountable teams.
  • BA degree or equivalent preferred.
  • 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.
  • 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.

What We Offer:

  • Excellent training program and endless opportunities for career growth.
  • 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.

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