Customer Experience Assistant Manager

Customer Experience Assistant Manager - Fairfax VA

Position Overview:

The Customer Experience Assistant Manager for our Fairfax showroom location will build lead and mentor a team of dedicatedConciergesCustomer Experience AssistantsandJewelry Consultantsresponsible for delivering exceptional service to Brilliant Earth Customer Experienceteam membersefficiently and effectively execute a personalized showroom experiencewith our fine jewelry customers. As the teams 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 exceedsales and customer experiencegoals 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.

Key Responsibilities:

• Assist in the recruitment and management of a Customer Experience team in a fast-paced environment focused onachievingsales targetsteam 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 andupdates 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
• Commitment to respect and inclusion in the workplace
• Interest in socially and environmentally responsible organizations and products

What We Offer

At Brilliant Earth were passionate about the employee experience. Thats why we offer an excellent training program and endless opportunities forcareergrowth! In addition we offer competitive compensation anda robustbenefits package including:

• Career Growth. We want to see you sparkle! Through regular 1-1s 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 were committed to your well-being. Enjoycompany reimbursements for eligible wellness expenses such as gym membershipsmassage counseling and more!
• Continued Education. Company-sponsored learning in leadership professionalskills diversity & inclusion and access to tuition reimbursement for role-specific trainings.
• Employee Discounts. As an employee at Brilliant Earth youll receive a generousdiscount 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 appsand seminars. Our Employee Assistance program offers 24/7 access to counseling!
• Giving Back and Volunteer Opportunities. In addition to our giving back programsour 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 2ndmonth!
• 401k match. We know that saving for the future is important. Thats why we offer agenerous 401k match.
• Paid Time Off. We know its important to recharge and relax - youll accrue 3 weeksof 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.

Youll receive an email when weve 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 teaman online exercise to explore ourwebsite and common customer inquiries anda 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 were 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

Required Experience:

Manager