Customer Experience Assistant Manager

Newton, MA, United States

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

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

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

Quarterly bonuses for achieving sales targets

Disability and Life insurance

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

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

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

Customer Experience Assistant Manager - Chestnut Hill

Position Overview...

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

This role is in person at our showroom in Chestnut Hill. The ideal candidate will be able to work a schedule that includes weekends.

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.

• 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.

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 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

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:

• Insurance. Medical, dental, and vision insurance kick 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 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.

• Employee Discounts. 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.

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!

More About Us

At Brilliant Earth, our mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. As one of the fastest growing e-commerce jewelers in the world, we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at [email protected].

Decided not to apply? Want to stay in touch for other opportunities? Please let us know why or sign up for our Talent Community here 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!

Retail, Consumer Goods, E-commerce, Jewelry, Sustainability, Luxury Goods, Sustainable Fashion, Sustainable Business, Jewelry Retail, Wedding

Privately Held

Company Specialties:

Ecommerce, Fine Jewelry, Social Responsibility, Ethical Sourcing, Luxury Goods, and Fashion

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