Customer Experience Assistant Manager

Brilliant Earth•Southlake, TX

11d•Onsite

About The Position

Customer Experience Assistant Manager - Southlake, TX Position Overview: The Customer Experience Assistant Manager for our Southlake showroom location will build, lead and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team’s manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Assistant Manager assists in leading the team to achieve and exceed sales and customer experience goals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success. The ideal candidate will be able to work a schedule of Sunday-Thursday. This role is in-person at our Southlake, TX, showroom location.

Requirements

Must have experience managing people in retail or direct-to-consumer sales, store leadership or keyholder experience a plus
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
Commitment to respect and inclusion in the workplace
Interest in socially and environmentally responsible organizations and products

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.
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.
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.