Customer Experience Assistant Manager

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.
• 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.

Specific 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

  What We Offer

  • 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. 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. 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. Support local initiatives and spend time together by volunteering.
  • Medical, Dental, and Vision. 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. Generous 401k match.
  • Paid Time Off. Accrue 3 weeks of PTO in your first year.
  • Parental Leave. Utilize our paid parental leave to bond and care for your new additions.
  • Disability and Life insurance. 100% employer-paid.
  • Pre-Tax Commuter Benefits.

    How to Apply & What to Expect:

    If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

    You’ll receive an email when we’ve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call!