Customer Experience Manager

Brilliant Earth•San Antonio, TX

1d•Onsite

About The Position

We are seeking a motivated and dynamic Customer Experience Manager with strong business acumen to lead our team in achieving and exceeding sales goals. This role requires a proactive leader with a deep focus on driving sales performance, ownership of store outcomes, and exceptional leadership abilities. This results-oriented leader will foster a passion for delivering exceptional customer experiences and driving sales performance. The ideal candidate will be able to work a full-time schedule of Tuesday - Saturday. This role is in-person at our San Antonio, TX showroom location.

Requirements

Proven experience managing people in retail or direct-to-consumer sales, with a focus on achieving and exceeding sales targets.
Strong leadership abilities with the capacity to inspire and develop a high-performing team.
Excellent business acumen with the ability to analyze data and make strategic decisions.
Exceptional communication skills, both written and verbal.
Robust CRM software experience.
Entrepreneurial spirit and self-starter mindset.
Commitment to respect and inclusion in the workplace.
Interest in socially and environmentally responsible organizations and products.

Nice To Haves

BA degree or equivalent, preferred.

Responsibilities

Recruit, lead, and mentor a team of Customer Experience Assistants, Jewelry Consultants, and Concierges to meet quarterly sales targets.
Demonstrate a robust understanding of business processes and KPIs, coaching each team member to achieve performance goals.
Drive showroom sales performance by analyzing data, identifying opportunities for improvement, and implementing strategic initiatives.
Take full accountability for the showroom and office operations, ensuring they meet the highest standards of customer service and operational efficiency.
Implement efficiency improvement initiatives, policies, and procedures to enhance the customer experience and operational performance.
Partner with Workforce Operations Analysts to create and maintain a comprehensive team schedule, ensuring coverage for all duties and appointments.
Foster an environment of partnership, positivity, and a bias toward action, inspiring the team to excel and deliver exceptional customer service.
Provide ongoing training, coaching, and performance feedback to develop the team’s skills and capabilities.
Participate in the sourcing and selection processes to build teams of high-performing talent.
Lead by example in conducting in-person customer appointments, presenting jewelry in a luxury goods environment.
Consistently seek ways to improve the customer experience, collaborating with the customer care team to resolve escalations and ensure customer satisfaction.
Maintain a luxury environment in the showroom, upholding visual merchandising and retail operations standards, including planogram updates and seasonal roll-outs.
Respond to customer inquiries via phone, email, and live chat, ensuring a personalized and exceptional service experience.
Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care, to drive business growth and customer satisfaction.
Innovate and bring new ideas to enhance processes and customer engagement.