Brilliant Earth
Customer Experience Assistant Manager
Newton, MA | $74K - $122K
Qualifications
- Must demonstrate a proven track record of recruiting and growing high performing and accountable teams
- A true passion for helping people and creating positive customer service experiences
- Highly organized with focus on execution, problem solving, and improving processes
- Motivated self-starter with high efficiency work style, while maintaining attention to detail
- Excellent written and verbal communications
- Ability to think critically and adapt quickly in a flexible environment
- Exceptional time management skills and accountability
- Team player with an ability to work collaboratively to achieve business goals
- Robust CRM software experience
- Entrepreneurial spirit / self-starter
- Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts
- Interest in socially and environmentally responsible organizations and products
Responsibilities
- The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers
- As the team’s manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer
- The Customer Experience Assistant Manager assists in leading the team to achieve and exceed sales and customer experience goals, directly impacting the growth of the company and the individual team members
- The ideal candidate will be able to work a schedule that includes weekends
- 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
- Work closely with the Retail Operations team to maintain a luxury environment in the showroom
- 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
- Collaborate across departments on special projects in operations, merchandising, marketing, HR and customer care
Benefits
- In addition, we offer competitive compensation and a robust benefits package, including:
- Medical, dental, and vision insurance kick in on the first day of your 2nd month!
- That's why we offer a generous 401k match
- Paid Time Off
- We know it is important to recharge and relax- you’ll accrue 3 weeks of PTO in your first year
- Sales Incentive Programs
- Quarterly bonuses for achieving sales targets
- Disability and Life insurance
- 100% employer-paid
- Pre-Tax Commuter Benefits
- Continued Education
- Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings
- As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry
- Wellness Benefits
- We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 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
- 201-500 employees
- E-Commerce, Retail, Consumer Goods, E-commerce, Jewelry, Luxury Goods & Jewelry, Sustainability, Luxury Goods, Environmental Conservation, Sustainable Fashion
- Privately Held
- San Francisco, California
- Company Specialties:
Ecommerce, Fine Jewelry, Social Responsibility, Ethical Sourcing, Luxury Goods, and Fashion
Company information
Brilliant Earth was founded by Beth Gerstein and Eric Grossberg as a response to the lack of transparency and irresponsible mining practices that confront the jewelry industry today. Brilliant Earth began with the belief that exceptional quality, ethically sourced jewelry can be an effective tool for social change. From our award-winning jewelry designs and responsibly sourced materials, to our personalized showroom experience, customers never need to compromise between quality and conscience. Brilliant Earth makes jewelry you can feel good about wearing with thoughtful craftmanship in every phase of production. With our Beyond Conflict Free™ diamonds and commitment to social and environmental responsibility, we hope to inspire a more transparent, sustainable, compassionate, and inclusive jewelry industry. Brilliant Earth is one of the fastest growing ecommerce jewelers in the world, and a leader in ethical origin fine jewelry. We are on the lookout for bright, motivated candidates who are eager to make an impact from day one and grow with a team of passionate and kind people!
