Customer Experience Manager

Customer Experience Manager - Walnut Creek, CA

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.  

The ideal candidate will be able to work a full-time schedule of Tuesday - Saturday. This role is in-person at our Walnut Creek, CA showroom location.

The targeted salary budget for this position is $80k-100k annually. This compensation budget range may be adjusted at any time at the discretion of the company.

Key Responsibilities: 

• Sales Performance and Business Growth: 
  • 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. 
• Ownership of Store Performance: 
  • 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. 
• Leadership and Team Development: 
  • 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. 
• Customer Experience Management: 
  • 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. 
• Cross-Functional Collaboration: 
  • 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. 

• 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 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’s important to recharge and relax - you'll accrue 3 weeks of PTO in your first year.
• Sales Incentive Programs. Quarterly and annual 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 an opportunity to chat with a few of our Customer Experience senior leaders via video call! 

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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 accommodations@brilliantearth.com.