Customer Experience Assistant Manager

Brilliant Earth - Saint Louis, MO

Full-time - Mid Level

Saint Louis, MO

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

Brilliant Earth is seeking a Customer Experience Assistant Manager for our St. Louis 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. You will foster an environment of partnership and positivity, encouraging your team to take action and remain committed to customer satisfaction. As the Assistant Manager, you will assist in leading the team to achieve and exceed sales and customer experience goals, which will directly impact both the growth of the company and the development of individual team members. The Assistant Manager will work closely with the Retail Operations team to maintain a luxury environment in the showroom, ensuring that the team meets high standards of customer service. You will create personalized experiences for customers by guiding them through purchasing decisions, responding to inquiries via phone, email, and live chat, and conducting in-person appointments in our private showroom. Additionally, you will consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies, and procedures. Problem-solving customer experience escalations will also be a key part of your role, requiring collaboration with operations and customer care teams. This position requires a motivated and dedicated team leader who can work a schedule that includes weekends. The ideal candidate will have experience managing people in retail or direct-to-consumer sales and will demonstrate a proven track record of recruiting and growing high-performing teams. A passion for helping people and creating positive customer service experiences is essential, along with strong organizational skills and the ability to adapt quickly in a flexible environment.

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.

Nice-to-haves

• Experience in luxury retail environments.
• Knowledge of jewelry and gemstones.

Benefits

• 401(k) matching
• Commuter assistance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Gym membership
• Medical, dental, and vision insurance starting on the first day of the second month
• Paid Time Off (3 weeks in the first year)
• Sales Incentive Programs (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
• Wellness Benefits (exclusive discounts on gym memberships and more)
• Giving Back and Volunteer Opportunities.