Customer Experience Manager

Brilliant Earth•Garden City, NY

3d•Onsite

About The Position

The Customer Experience Manager for our Garden City, NY location at the Roosevelt Field Mall will build, lead and mentor a team of dedicated Stylist 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 Retail Store 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 full-time schedule. This role is in person at our Roosevelt Field Mall 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.

Benefits

Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth. Ask the hiring team for more information on how Brilliant Earth creates a culture of collaboration and growth during your interview conversations!
Set Schedule. We offer consistent weekly hours, and 2 consecutive days off.
Diverse, mission-minded team. We were founded to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. Learn more about our impact and team diversity Here!
Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more!
Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.
Sales Incentive Programs. Incentive programs to recognize and reward performance.
Mental Wellness Perks. We offer access to mental health resources, such as self-care apps and seminars. Our Employee Assistance program offers 24/7 access to counseling!
Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.
Medical, Dental, and Vision. We offer multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2nd month!
401k match. We know that saving for the future is important. That's why we offer a generous 401k match.
Paid Time Off. We know it’s important to recharge and relax - you’ll accrue 3 weeks of PTO in your first year.
Parental Leave. We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions.
Disability and Life insurance. 100% employer-paid.
Pre-Tax Commuter Benefits.