Customer Experience Manager

at  Brilliant Earth

CUSTOMER EXPERIENCE MANAGER - BALTIMORE

The Customer Experience Manager will build, lead and mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to Brilliant Earth customers. As the team’s leader, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Customer Experience Manager leads the team to achieve and exceed sales goals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success.

MORE ABOUT US

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. Our showroom teams offer a 1:1 appointment-based environment and engage with customers via email, chat, and phone, creating a luxury, omnichannel approach to the customer experience. In addition, our ground floor locations include a browsing area for walk-in customers. We strive to create a fun, educational, and relaxing experience in a personalized luxury environment!
We are a group of dedicated team members with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow.
Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

WHAT YOU’LL DO:

• 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, disseminating information to the team 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 our 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 is meeting 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 truly 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.