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About the Role

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.

Responsibilities

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.
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.
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.
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.
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.

Requirements

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.
Commitment to respect and inclusion in the workplace.
Interest in socially and environmentally responsible organizations and products.

Skills

Sales Performance
Business Growth
Team Leadership
Coaching
Data Analysis
Operational Efficiency
Customer Experience Management
Visual Merchandising
Retail Operations
Cross-Functional Collaboration
CRM Software

Location

Austin, TX

Work Type

In-person
Full-time

Experience Level

Managerial experience in retail or direct-to-consumer sales

Education Level

BA degree or equivalent, preferred

Salary/Compensations

$70,000 - $90,000

Benefits

Excellent training program
Endless opportunities for career growth
Competitive compensation
Career Growth through regular 1-1’s, training opportunities, and annual 360 review process
Set Schedule with consistent weekly hours and 2 consecutive days off
Lifestyle Spending Account for wellness expenses
Continued Education including leadership, professional skills, diversity & inclusion, and tuition reimbursement
Employee Discounts on jewelry
Sales Incentive Programs
Mental Wellness Perks including access to mental health resources and Employee Assistance program
Giving Back and Volunteer Opportunities
Medical, Dental, and Vision insurance with multiple plans and $0 monthly premium option for employee health insurance
Employer HSA contributions
401k match
3 weeks of Paid Time Off in the first year
Paid Parental Leave
100% employer-paid Disability and Life insurance
Pre-Tax Commuter Benefits

About the Company

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.

Equal Opportunity

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.
Notice to Los Angeles, CA Applicants: 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.
Notice to San Francisco, CA Applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for Employment qualified applicants with arrest and conviction records.
Notice to Philadelphia, PA Applicants: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Philadelphia Fair Criminal Record Screening Standards. Any consideration of the background check will be an individualized assessment based on the Applicant or Employee’s specific record and the duties and requirements of the specific job.
Notice to Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Maryland Applicants: Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.