Customer Experience Assistant Manager

About the role

The Customer Experience Assistant Manager for our Scottsdale 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.

Responsibilities

• Aid 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.

Qualifications

• 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

Benefits

• Competitive compensation and a robust benefits package, including:
• Career Growth: Regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees.
• Set Schedule: 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.
• Lifestyle Spending Account: 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: 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: You’ll accrue 3 weeks of PTO in your first year.
• Parental Leave: 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: How To Apply & What To Expect: Everyone at Brilliant Earth has a voice – we want to hear yours!

Pay

$55,000 - $60,000

Schedule

Full-time schedule of Sunday to Thursday