Customer Experience Manager, Brilliant Earth
$62-92k
+ Quarterly bonuses for achieving sales targets, plus additional bonuses for exceeding goals and monthly bonuses for top sales reps
Office Days: Monday - Thursday
4 days a week in office (Pasadena, CA)
Sustainable and inclusive fine jewelry
Be an early applicant
Sustainable and inclusive fine jewelry
501-1000 employees
Be an early applicant
$62-92k
+ Quarterly bonuses for achieving sales targets, plus additional bonuses for exceeding goals and monthly bonuses for top sales reps
Office Days: Monday - Thursday
4 days a week in office (Pasadena, CA)
501-1000 employees
Company mission
To cultivate a more transparent, sustainable, compassionate & inclusive jewelry industry.
Role
Who you are
- 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
- Understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts
- Interest in socially and environmentally responsible organizations and products
What the job involves
- 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
- 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
Application process
- 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!
Our take
Brilliant Earth has been working since 2005 to provide luxury, ethically sourced jewellery direct to consumers. The company specializes in diamonds from Canada, Botswana and Russia, and successfully went public in 2021.
Sourcing conflict-free gemstones is an increasing priority in jewelry purchasing, especially for Brilliant Earth’s predominantly Millennial and Gen Z customer base. This may prove interesting terrain to navigate: whilst these generations are more inclined towards eCommerce, high-end jewelry shoppers have proven resistant to shopping online. So Brilliant Earth may need to maintain its brick-and-mortar showrooms.
Scaling up their online presence, however, may help them net a good share of what continues to be a highly fragmented market. Much may depend going forward on how far luxury jewelry customers are willing to make the digital switch in their purchasing habits. With companies like Signet Jewelers reporting substantial boosts in eCommerce sales, there may yet be an appetite for it, and Brilliant Earth's IPO in 2021 has helped it gain wider recognition.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 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
- 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 additional to our giving back programs, our teams support local initiatives and spend time together by volunteering
Company values
- Commitment to the Customer
- Partnership and Positivity
- Bias Toward Action
- Embrace Growth & Change
- Mission Mindset
- Ownership
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Beth Gerstein
(Co-Founder & CEO)They worked as an Associate at Booz Allen & Hamilton, and then studied for an MBA at Stanford.
Eric Grossberg
(Co-Founder & Executive Chair)They are a Harvard and Stanford Business School graduate who started out as a Business Analyst at McKinsey. They initially served as Brilliant Earth's co-CEO.
People progressing
Began as a Customer Operations Manager in 2012. Promoted 4 times and is now COO.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Brilliant Earth
Kim Garcia (Director, Talent Acquisition )
- In 2020, we released one of the industry's first gender-fluid collections, the Mx Collection. We also offer gender-neutral engagement rings and wedding bands, inclusive sizing, and a virtual try-on experience with technology that allows anyone to visualize jewelry on their unique skin tones.
- As of the end of 2021, 41% of employees, 29% of people managers, and 36% of directors and above identified as BIPOC.
- Female Led: Female CEO, 4 out of 7 female board members.
- Female Majority: 79% of employees, 70% of people managers, and 57% of directors and above.
- DEI Training: We offer specific diversity-related workshops to foster an inclusive environment and support self-assessments of our progress.
- We formed an employee-led Diversity, Inclusion and Belonging Council supported by an executive sponsor to engage and empower our employees and leadership, solicit employee feedback, and identify and support opportunities for us to improve.
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