Customer Experience Assistant Manager

Brilliant Earth - Customer Experience Assistant Manager - West Hollywood, CA
Position Overview:

The Customer Experience Assistant Manager for our Santa Monica 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. 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 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. We are searching for a motivated and dedicated team leader to drive success. 

The ideal candidate will be able to work a full-time schedule of Sunday - Thursday. This role is in person at our West Hollywood, CA showroom location.
The targeted salary budget for this position is $69k/year. This compensation budget range may be adjusted at any time at the discretion of the company.

Key Responsibilities: 

• 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. 

Specific qualifications: 

• Must have experience managing people in retail or direct-to-consumer sales, store leadership or keyholder experience a plus 
• Must demonstrate a proven track record of recruiting and growing high-performing and accountable teams  
• BA degree or equivalent preferred 
• 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 communication 
• Ability to think critically and adapt quickly in a flexible environment 
• Exceptional time management skills and accountability 
• Team player with the 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 

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 a video interview with Customer Experience leaders!
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. 

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