Customer Experience Assistant Manager

Customer Experience Assistant Manager - Austin, TX Position Overview: The Customer Experience Assistant Manager for our Austin showroom location 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 Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team’s manager, you will foster an environment of partnership and positivity, bias toward action, and commitment to the customer. The Assistant Manager assists in leading the team to achieve and exceed sales and customer experience goals, 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. The ideal candidate will be able to work a full‑time schedule that includes weekend days. This role is in‑person at our Austin, TX showroom location. Key Responsibilities Assist in the recruitment and management of a Customer Experience team in a fast‑paced environment, focused on achieving sales targets, team 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 and updates, 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, 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: Career Growth. We want to see you sparkle! Through regular 1‑1’s 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, we’re committed to your well‑being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more! 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. Sales Incentive Programs. Incentive programs to recognize and reward performance. Mental Wellness Perks. We offer access to mental health resources, such as self‑care apps and seminars. Our Employee Assistance program offers 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. 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 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. 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. Equal Employment Opportunity Statements 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. Notice to Los Angeles, CA Applicants: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Notice to San Francisco, CA Applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for Employment qualified applicants with arrest and conviction records. Notice to Philadelphia, PA Applicants: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Philadelphia Fair Criminal Record Screening Standards. Any consideration of the background check will be an individualized assessment based on the Applicant or Employee’s specific record and the duties and requirements of the specific job. Notice to Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Notice to Maryland Applicants: Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100. #J-18808-Ljbffr Applied Labs, Inc.