Customer Experience Assistant Manager

Position Overview Customer Experience Assistant Manager – Dallas, TX The Customer Experience Assistant Manager will build, lead, and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. The team will efficiently execute a personalized showroom experience with fine jewelry customers. The Assistant Manager will foster an environment of partnership, positivity, bias toward action, and commitment to the customer, assisting the team to achieve and exceed sales and customer‑experience goals. Key Responsibilities Assist in recruitment and management of the Customer Experience team in a fast‑paced environment, focusing on sales targets, team KPIs, and providing a luxury experience to all customers. Maintain an efficient and highly functional showroom and office, ensuring high standards of customer service. Create memorable and personalized experiences for customers by guiding them through purchasing decisions, such as diamond options and custom designs. Respond to customer inquiries over phone, email, and live chat, ensuring high standards are upheld by the team. Conduct in‑person customer appointments to present jewelry in a private showroom, creating a truly personalized experience. Consistently seek ways to improve the customer experience through efficiency initiatives, policies, and procedures. Problem‑solve customer experience escalations in partnership with operations and customer care, ensuring optimal outcomes. Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all duties and appointments. Maintain a luxury environment in the showroom, upholding visual merchandising standards, board maintenance, seasonal roll‑outs, decor, and signage. Collaborate cross‑departmentally with operations, merchandising, retail operations, marketing, HR, and customer care. Specific Qualifications Experience managing people in retail or direct‑to‑consumer sales, store leadership, or keyholder experience. Proven track record of recruiting and growing high‑performing, accountable teams. BA degree or equivalent preferred. A true passion for helping people and creating positive customer service experiences. Highly organized with a focus on execution, problem‑solving, and process improvement. Motivated self‑starter with high efficiency and attention to detail. Excellent written and verbal communication skills. Ability to think critically and adapt quickly in a flexible environment. Exceptional time management skills and accountability. Team player able to collaborate effectively to achieve business goals. Robust CRM software experience. Entrepreneurial spirit and self‑starter attitude. Commitment to respect and inclusion in the workplace. Interest in socially and environmentally responsible organizations and products. What We Offer Career growth through regular 1‑1s, diverse training opportunities, and annual 360 reviews. Consistent weekly hours with two consecutive days off. Diverse, mission‑minded team founded on transparency, sustainability, and inclusivity. Lifestyle Spending Account for wellness expenses. Continued education with tuition reimbursement for role‑specific training. Employee discounts on jewelry. Sales incentive programs to recognize and reward performance. Mental wellness perks, including self‑care apps and seminars. Giving back and volunteer opportunities. Medical, dental, and vision plans, including $0 monthly premium options and HSA contributions. 401(k) matching. Paid time off (3 weeks in first year). Parental leave with paid days. Disability and life insurance fully employer‑paid. Pre‑tax commuter benefits. Equal Employment Opportunity Brilliant Earth is committed to complying with all Federal, State, and local laws regarding equal employment opportunities and all other employment regulations. It is our intent to maintain a work environment and hiring process that is free of harassment or discrimination on the basis 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 law. #J-18808-Ljbffr Brilliant Earth