Customer Experience Manager - Jewelry Sales

**Position Overview:**

The Retail Store Manager for the Fairfax, VA location is tasked with developing and leading a cohesive team of Concierges, Customer Experience Assistants, and Jewelry Consultants. 

This team is responsible for executing a personalized, high-touch showroom experience for our clientele in fine jewelry. As the manager, you will cultivate a collaborative and positive work environment, encouraging proactive engagement and a steadfast commitment to customer satisfaction. Your leadership will be pivotal in steering the team toward meeting and surpassing sales and customer experience objectives, thereby directly contributing to both the company’s growth and the professional development of the team members. We are looking for a driven and dedicated leader who can propel the store's success. 

This full-time position requires availability Sunday through Thursday and will be conducted in person at our Fairfax, VA showroom.

**Key Responsibilities:** - Oversee the recruitment and management of a Customer Experience team in a dynamic retail setting, with a focus on achieving sales targets and team KPIs while maintaining a luxurious customer service standard.

- Ensure optimal functionality of the showroom and office space, holding the team accountable to high performance metrics in customer service.

- Curate personalized customer experiences by facilitating informed purchasing decisions, including guidance on diamond selection and custom design options.

- Address customer inquiries via phone, email, and live chat, ensuring that the team adheres to established service excellence standards.

- Conduct in-person consultations to showcase jewelry offerings in our exclusive showroom, thereby enhancing the personalized luxury shopping experience.

- Continuously analyze customer experiences to identify opportunities for improvement, developing and implementing initiatives, policies, and procedures that enhance operational efficiency.

- Address escalated customer service issues in collaboration with operations and customer care departments, ensuring optimal resolution and customer satisfaction.

- Collaborate with Workforce Operations Analysts to develop and manage a comprehensive team schedule that meets operational needs and customer appointments.

- Maintain the showroom's luxurious ambiance by adhering to visual merchandising standards, performing planogram updates, managing seasonal rollouts, and conducting regular merchandising assessments.

- Work collaboratively across departments, including operations, merchandising, retail operations, marketing, HR, and customer care to ensure cohesive efforts toward business objectives.

**Specific Qualifications:**

- Proven experience in retail management or direct-to-consumer sales, with keyholder or store leadership experience considered advantageous.

- Demonstrable success in recruiting, developing, and maintaining high-performing, accountable teams.

- A Bachelor's degree or equivalent experience is preferred.

- Genuine enthusiasm for enhancing customer service experiences and helping individuals.

- Strong organizational skills with a focus on execution, process improvement, and problem-solving.

- A proactive self-starter with a high-efficiency work style, while maintaining meticulous attention to detail. - Exceptional written and verbal communication abilities.

- Adept at critical thinking and capable of swiftly adapting in a fluid environment.

- Excellent time management skills and a strong sense of accountability.

- Team-oriented mindset with the capability to collaborate effectively to achieve business goals.

- Experience with robust CRM software.

- An entrepreneurial spirit and a commitment to fostering inclusivity and respect in the workplace.

- An interest in socially and environmentally responsible practices and products.