Customer Experience Manager

Customer Experience Manager - Seattle WA

We are seeking a motivated and dynamic Customer Experience Manager with strong business acumen to lead our team in achieving and exceeding sales goals. This role requires a proactive leader with a deep focus on driving sales performance ownership of store outcomes and exceptional leadership abilities. This results-oriented leader will foster a passion for delivering exceptional customer experiences and driving sales performance.

The ideal candidate will be able to work a full-time schedule from Tuesday to Saturday. This role is in-person at our Seattle showroom location.

The targeted budget for this position is $70000 - $92000 annually. This compensation budget range may be adjusted at any time at the discretion of the company.

Key Responsibilities:

• Sales Performance and Business Growth:
  • Recruit lead and mentor a team of Customer Experience Assistants Jewelry Consultants and Concierges to meet quarterly sales targets.
  • Demonstrate a robust understanding of business processes and KPIs coaching each team member to achieve performance goals.
  • Drive showroom sales performance by analyzing data identifying opportunities for improvement and implementing strategic initiatives.
• Ownership of Store Performance:
  • Take full accountability for the showroom and office operations ensuring they meet the highest standards of customer service and operational efficiency.
  • Implement efficiency improvement initiatives policies and procedures to enhance the customer experience and operational performance.
  • Partner with Workforce Operations Analysts to create and maintain a comprehensive team schedule ensuring coverage for all duties and appointments.
• Leadership and Team Development:
  • Foster an environment of partnership positivity and a bias toward action inspiring the team to excel and deliver exceptional customer service.
  • Provide ongoing training coaching and performance feedback to develop the teams skills and capabilities.
  • Participate in the sourcing and selection processes to build teams of high-performing talent.
  • Lead by example in conducting in-person customer appointments presenting jewelry in a luxury goods environment.
• Customer Experience Management:
  • Consistently seek ways to improve the customer experience collaborating with the customer care team to resolve escalations and ensure customer satisfaction.
  • Maintain a luxury environment in the showroom upholding visual merchandising and retail operations standards including planogram updates and seasonal roll-outs.
  • Respond to customer inquiries via phone email and live chat ensuring a personalized and exceptional service experience.
• Cross-Functional Collaboration:
  • Collaborate across departments including operations merchandising retail operations marketing HR and customer care to drive business growth and customer satisfaction.
  • Innovate and bring new ideas to enhance processes and customer engagement.

Qualifications:

• Proven experience managing people in retail or direct-to-consumer sales with a focus on achieving and exceeding sales targets.
• Strong leadership abilities with the capacity to inspire and develop a high-performing team.
• Excellent business acumen with the ability to analyze data and make strategic decisions.
• Exceptional communication skills both written and verbal.
• Robust CRM software experience.
• Entrepreneurial spirit and self-starter mindset.
• BA degree or equivalent preferred.
• Commitment to respect and inclusion in the workplace.
• Interest in socially and environmentally responsible organizations and products.

What We Offer

At Brilliant Earth were passionate about the employee experience. Thats why we offer an excellent training program and endless opportunities forcareergrowth! In addition we offer competitive compensation anda robustbenefits package including:

• Career Growth.We want to see you sparkle! Through regular 1-1s with your manager a variety of training opportunities and an annual 360 review process for all employees our leaders are dedicated to creating clear pathways for growth. Ask the hiring team for more information on how Brilliant Earth creates a culture of collaboration and growth during your interview conversations!
• Set Schedule.We offer consistent weekly hours and 2 consecutive days off.
• Diverse mission-minded team.We were founded to cultivate a more transparent sustainable compassionate & inclusive jewelry industry. Learn more about our impact and team diversityHere!
• Lifestyle Spending Account.At Brilliant Earth were committed to your well-being. Enjoycompany reimbursements for eligible wellness expenses such as gym membershipsmassage counseling and more!
• Continued Education.Company-sponsored learning in leadership professionalskills diversity & inclusion and access to tuition reimbursement for role-specific trainings.
• Employee Discounts.As an employee at Brilliant Earth youll receive a generousdiscount on our jewelry.
• Sales Incentive Programs.Incentive programs to recognize and reward performance.
• Mental Wellness Perks.We offer access to mental health resources such as self-care appsand seminars. Our Employee Assistance program offers 24/7 access to counseling!
• Giving Back and Volunteer Opportunities.In addition to our giving back programsour teams support local initiatives and spend time together by volunteering.
• Medical Dental and Vision.We offer multiple plans to choose from including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2ndmonth!
• 401k match.We know that saving for the future is important. Thats why we offer agenerous 401k match.
• Paid Time Off.We know its important to recharge and relax - youll accrue 3 weeksof PTO in your first year.
• Parental Leave.We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions.
• Disability and Life insurance.100% employer-paid.
• Pre-Tax Commuter Benefits.

How to Apply & What to Expect:

Everyone at Brilliant Earth has a voice we want to hear yours! If you are interested in growing with Brilliant Earth send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

Youll receive an email when weve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team an online exercise to explore our website and common customer inquiries and an opportunity to chat witha few of our Customer Experience senior leadersvia video call!

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More About Us

AtBrilliant Earth our mission is to cultivate a more transparent sustainable compassionate & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing without ever compromising between quality and conscience. 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. As one of the fastest growing e-commerce jewelers in the world were 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.

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.

When you apply for a job with Brilliant Earth we process personal information about you. Please see our Privacy Policy for more information.

Notice to Los Angeles CA Applicants: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Notice to San Francisco CA Applicants: Pursuant to the San Francisco Fair Chance Ordinance we will consider for Employment qualified applicants with arrest and conviction records.

Notice to Philadelphia PA Applicants: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Philadelphia Fair Criminal Record Screening Standards. Any consideration of the background check will be an individualized assessment based on the Applicant or Employees specific record and the duties and requirements of the specific job.

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