Customer Experience Manager

About the role

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.

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.

Qualifications

• 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.
• Bachelor's degree or equivalent, preferred.
• Commitment to respect and inclusion in the workplace.
• Interest in socially and environmentally responsible organizations and products.

Pay

The targeted budget for this position is $70,000 - $90,000. This compensation budget range may be adjusted at any time at the discretion of the company.

Schedule

This role is in-person at our Chicago, West Loop showroom location. The ideal candidate will be able to work a full-time schedule of Tuesday - Saturday.