Customer Experience Manager

Brilliant Earth - King of Prussia, PA

Full-time - Mid Level

King of Prussia, PA

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Customer Experience Manager at Brilliant Earth will lead and mentor a team responsible for delivering exceptional service and achieving sales targets in a luxury retail environment. This role emphasizes fostering a positive team culture, driving showroom performance, and enhancing the customer experience through innovative initiatives and effective team management.

Responsibilities

• Recruit and lead a team of Customer Experience Assistants in a fast-paced, omni-channel environment focused on achieving sales targets and team KPIs.
• Drive strong showroom sales performance by demonstrating a robust understanding of business processes, priorities, and KPIs, and closely coaching each team member to achieve performance goals.
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies, and procedures.
• Partner with the customer care team to problem-solve customer experience escalations, ensuring the best possible experience for all customers.
• Maintain an efficient and highly functional showroom and office, ensuring that the team meets the highest standards of customer service.
• Respond to customer inquiries over phone, email, and live chat.
• Conduct in-person customer appointments to present jewelry in our private showroom, creating a personalized experience in a luxury goods environment.
• 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 and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance, and regular cross-functional reviews/checkpoints.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care.

Requirements

• Experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience is a plus.
• BA degree or equivalent, preferred.
• Ability to think critically and adapt quickly in a flexible environment.
• Exceptional time management skills and accountability.
• 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

• A passion for the customer and a drive to exceed goals.
• Attention to detail and a passion for process in a fast-moving work environment.
• Strong communication skills, both in person and through digital channels.
• Creative thinking and an eye for innovation.
• Collaborative team player with a passion for leadership.

Benefits

• Medical, dental, and vision insurance starting on the first day of the 2nd month.
• Generous 401k match.
• 3 weeks of Paid Time Off (PTO) in the first year.
• Quarterly and annual 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 an Employee Assistance Program for 24/7 counseling.
• Opportunities for giving back and volunteering.