Customer Experience Manager

Customer Experience Manager - Austin, TX

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 of Tuesday-Saturday. This role is in-person at our Austin, TX showroom location.

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 team’s 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, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:  

• Career Growth. We want to see you sparkle! Through regular 1-1’s 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 diversity Here! 
• Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more! 
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.  
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount 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 apps and seminars. Our Employee Assistance program offers 24/7 access to counseling! 
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our 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 2nd month! 
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.  
• Paid Time Off. We know it’s important to recharge and relax - you’ll accrue 3 weeks of 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.  

You’ll receive an email when we’ve 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 with a few of our Customer Experience senior leaders via video call! 
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