Customer Experience Assistant Manager

Brilliant Earth - Nashville, TN

Full-time - Mid Level

Nashville, TN

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

Brilliant Earth is seeking a Customer Experience Assistant Manager for our Nashville location. In this role, you will be responsible for building, leading, and mentoring a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants. Your primary focus will be to deliver exceptional service to our customers, ensuring that each interaction is personalized and memorable. The Customer Experience team is tasked with executing a high-quality showroom experience for our fine jewelry customers, and as the Assistant Manager, you will play a crucial role in fostering a positive and action-oriented environment that prioritizes customer satisfaction. As the Assistant Manager, you will assist in leading the team to achieve and exceed sales and customer experience goals, which directly impacts both the growth of the company and the development of individual team members. We are looking for a motivated and dedicated team leader who can work a full-time schedule, including weekends, at our Nashville showroom. Your leadership will be instrumental in creating a luxury environment that aligns with our brand values and customer expectations. In this position, you will also be responsible for maintaining an efficient and functional showroom, ensuring that high standards of customer service are met. You will guide customers through their purchasing decisions, respond to inquiries via phone, email, and live chat, and conduct in-person appointments to present jewelry in our private showroom. Additionally, you will be tasked with designing and implementing initiatives to improve the customer experience, problem-solving escalations, and collaborating with various departments on special projects.

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.
• Work closely with the Retail Operations team to maintain a luxury environment in the showroom.
• 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.
• Collaborate across departments on special projects in operations, merchandising, 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

• Commuter assistance
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Gym membership
• Life insurance