Luxury Customer Experience Manager

Our client is an amazing eCommerce jewelry company with a strong social conscience. On top of that, they are growing aggressively and can provide great opportunities for professionals who excel in delivering the best online and in-person experience to their clientele through coaching, team building, and solutions based problems solving. Sound like you? Please apply today!

Seeking a Customer Experience Manager for their beautiful showroom in San Francisco!

Base salary range in the 85-100k range plus target bonus of 15k annually.

The Ideal candidate will have managerial experience in high end retail, hospitality or guest services, a bachelor's degree, strong communication skills and inspirational leadership qualities. This position does require working a Thursday through Monday work schedule.

Summary:

The Customer Experience Manager for the San Francisco showroom will oversee a team of dedicated Customer Experience Associates, responsible for delivering exceptional service to our customers. The Customer Experience Associates will need to efficiently and effectively execute a personalized showroom experience, as well as complete the sales process and post-sale support. As the team's Manager, you will have the opportunity to develop a team and have a direct impact on the growth of the company.

Key Responsibilities:

• Recruit and manage a team of Customer Experience Associates in a fast-paced environment
• 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 our 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
• Handle customer experience escalations, ensuring the best possible experience for all customers
• Create and maintain a team schedule to provide coverage for all necessary duties and appointments
• Collaborate across departments on special projects in order management, inventory, merchandising, and fraud prevention
• Communicate with sales, production, and fulfillment teams regarding customer timelines
• Formulate and implement policies and procedures to ensure smooth business operations

Specific qualifications:

• Must have experience managing people in a retail and service or equivalent environment
• Must demonstrate a proven track record of recruiting high performing and accountable teams
• BA degree or equivalent
• 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
• Excellent written and verbal communications
• Extreme attention to detail
• Ability to think critically and adapt quickly in a flexible environment
• Exceptional time management skills and accountability
• Team player with an ability to work collaboratively always with a smile
• Strong CRM software experience
• Entrepreneurial spirit / self-starter
• Interest in socially and environmentally responsible organizations and products