Brilliant Earth - Saint Louis, MO
posted 2 months ago
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.