Customer Experience Assistant Manager

Brilliant Earth - Miami, FL

Full-time - Mid Level

Miami, FL

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Assistant Manager for the Miami, FL location at Brilliant Earth will lead and mentor a team responsible for delivering exceptional customer service in a luxury jewelry showroom. This role focuses on achieving sales and customer experience goals while fostering a positive and collaborative team environment. The Assistant Manager will play a crucial role in enhancing the customer experience and driving the growth of the company and its team members.

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.

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.
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts.
• Interest in socially and environmentally responsible organizations and products.

Benefits

• Medical, dental, and vision insurance starting on the first day of the 2nd month.
• Generous 401k match.
• Accrue 3 weeks of Paid Time Off (PTO) in the first year.
• Quarterly bonuses for achieving sales targets.
• 100% employer-paid Disability and Life insurance.
• Pre-Tax Commuter Benefits.
• Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
• Generous employee discounts on jewelry.
• Access to exclusive discounts on gym memberships and Employee Assistance Program for 24/7 counseling.
• Opportunities for giving back and volunteering.