The Customer Experience Assistant Manager for our Austin showroom location will build, lead and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers.
Requirements
- 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.
Benefits
- Career Growth
- Set Schedule
- Diverse, mission-minded team
- Lifestyle Spending Account
- Continued Education
- Employee Discounts
- Sales Incentive Programs
- Mental Wellness Perks
- Giving Back and Volunteer Opportunities
- Medical, Dental, and Vision
- 401k match
- Paid Time Off
- Parental Leave
- Disability and Life Insurance
- Pre-Tax Commuter Benefits
