Customer Experience Assistant Manager - Jewelry Sales

Position Overview

We are seeking a highly skilled Customer Experience Assistant Manager to lead the Austin showroom team comprised of Concierges, Customer Experience Assistants, and Jewelry Consultants. This role is pivotal in delivering a premium service experience to our fine jewelry clientele, requiring a manager who can cultivate an environment characterized by collaboration, proactivity, and unwavering customer commitment. The Assistant Manager will drive the team towards exceeding sales targets and enhancing customer satisfaction, thereby contributing to the organizational growth and professional development of team members.

The successful candidate must be available for a full-time schedule, inclusive of weekends, and will be stationed in-person at our Austin, TX showroom.

• Team Leadership and Recruitment: Oversee the recruitment, training, and management of a Customer Experience team in a dynamic retail environment, with an emphasis on meeting sales objectives and team performance metrics while delivering an exceptional luxury experience.
• Operational Excellence: Ensure the showroom and office operations are efficient and effective; uphold high customer service standards through team performance management.
• Customer Engagement: Craft and deliver customized experiences for clients, guiding them through purchasing decisions regarding diamonds, settings, and bespoke designs.
• Multi-Channel Communication: Address customer inquiries via phone, email, and live chat; ensure consistent adherence to service excellence among team members.
• Showroom Consultations: Conduct in-person appointments in a private showroom setting, fostering personalized and meaningful customer interactions within a luxurious retail environment.
• Continuous Improvement Initiatives: Proactively identify opportunities to enhance the customer experience and implement policies and procedures that improve operational efficiency.
• Escalation Management: Address complex customer experience escalations in collaboration with operations and customer care to optimize customer outcomes.
• Workforce Management: Collaborate with Workforce Operations Analysts to effectively schedule team members, ensuring operational coverage for various duties and client appointments.
• Visual Merchandising Standards: Maintain a luxurious showroom environment, overseeing visual merchandising strategies, including planogram adherence, seasonal updates, decor management, and regular assessments of visual merchandising effectiveness.
• Interdepartmental
  
  Collaboration:
  
  Partner with various departments, such as operations, merchandising, marketing, HR, and customer care, to support cohesive business functions.

• Proven experience in retail management or direct-to-consumer sales; store leadership or keyholder experience is advantageous.
• Track record of recruiting and developing high-performing teams with accountability.
• Bachelor’s degree or equivalent experience preferred.
• Strong passion for delivering exceptional customer service.
• Highly organized with an emphasis on execution, problem-solving, and process optimization.
• Self-motivated individual with a high-efficiency work style and meticulous attention to detail.
• Superior written and verbal communication skills.
• Capacity for critical thinking and adaptability in a fast-paced environment.
• Excellent time management and accountability.
• Collaborative team player dedicated to achieving business objectives.
• Experience with robust CRM software.
• Entrepreneurial mindset with a proactive approach.
• Commitment to fostering respect and inclusion in the workplace.
• Interest in supporting socially and environmentally responsible organizations and products.