Customer Experience Assistant Manager

The Customer Experience Assistant Manager for our Washington, D.C. 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