Customer Experience Assistant Manager
Brilliant Earth, Miami, FL, United States
Customer Experience Assistant Manager - Miami, FL
Position Overview: The Customer Experience Assistant Manager for our Miami - Coconut Grove 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.
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
Career Growth.
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.
Set Schedule.
Consistent weekly hours and two consecutive days off.
Diverse, mission‑minded team.
Lifestyle Spending Account.
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 tuition reimbursement for role‑specific trainings.
Employee Discounts.
Generous discount on our jewelry.
Sales Incentive Programs.
Incentive programs to recognize and reward sales performance.
Mental Wellness Perks.
Access to mental health resources, self‑care apps and seminars. Employee Assistance program offers 24/7 access to counseling.
Giving Back and Volunteer Opportunities.
Support local initiatives and volunteer together as a team.
Medical, Dental, and Vision.
Multiple plans available, including a $0 monthly premium option for employee health insurance and employer HSA contributions; insurance kicks in on the first day of your second month.
401k match.
Generous match program.
Paid Time Off.
Accrue three weeks of PTO in your first year.
Parental Leave.
Paid parental leave to bond and care for new additions.
Disability and Life Insurance.
100% employer‑paid.
Pre‑Tax Commuter Benefits.
Equal Employment Opportunity Statement
Brilliant Earth recognizes the value of diversity and inclusion in our team. We are committed to fostering a work environment free of harassment or discrimination based on 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 comply with all Federal, State, and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.
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Position Overview: The Customer Experience Assistant Manager for our Miami - Coconut Grove 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.
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
Career Growth.
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.
Set Schedule.
Consistent weekly hours and two consecutive days off.
Diverse, mission‑minded team.
Lifestyle Spending Account.
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 tuition reimbursement for role‑specific trainings.
Employee Discounts.
Generous discount on our jewelry.
Sales Incentive Programs.
Incentive programs to recognize and reward sales performance.
Mental Wellness Perks.
Access to mental health resources, self‑care apps and seminars. Employee Assistance program offers 24/7 access to counseling.
Giving Back and Volunteer Opportunities.
Support local initiatives and volunteer together as a team.
Medical, Dental, and Vision.
Multiple plans available, including a $0 monthly premium option for employee health insurance and employer HSA contributions; insurance kicks in on the first day of your second month.
401k match.
Generous match program.
Paid Time Off.
Accrue three weeks of PTO in your first year.
Parental Leave.
Paid parental leave to bond and care for new additions.
Disability and Life Insurance.
100% employer‑paid.
Pre‑Tax Commuter Benefits.
Equal Employment Opportunity Statement
Brilliant Earth recognizes the value of diversity and inclusion in our team. We are committed to fostering a work environment free of harassment or discrimination based on 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 comply with all Federal, State, and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.
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