Brilliant Earth - Austin, TX
posted 8 days ago
Full-time - Mid Level
Austin, TX
Clothing, Clothing Accessories, Shoe, and Jewelry Retailers
About the position
The Customer Experience Assistant Manager at Brilliant Earth in Austin, TX, is responsible for leading and mentoring a team dedicated to providing exceptional service to customers in a luxury jewelry showroom. This role involves fostering a positive team environment, achieving sales and customer experience goals, and ensuring a personalized shopping experience for clients. The Assistant Manager will also handle recruitment, team management, and operational efficiency to enhance customer satisfaction and drive business growth.
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
- 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
