Customer Experience Manager- Jewelry Sales

Key Responsibilities Sales Performance and Business Growth

• Recruit, lead, and mentor a high-performing team comprising Customer Experience Assistants, Jewelry Consultants, and Concierges to achieve predefined quarterly sales targets.
• Exhibit a comprehensive understanding of business processes and Key Performance Indicators (KPIs), providing tailored coaching to each team member to enhance their performance.
• Drive showroom sales by leveraging data analytics to identify areas for improvement and implement targeted strategic initiatives to capture growth opportunities.

• Assume complete accountability for showroom and office operations, ensuring adherence to the highest standards of customer service and operational efficacy.
• Implement process improvement initiatives, policies, and procedures designed to elevate customer experience and optimize operational performance metrics.
• Collaborate closely with Workforce Operations Analysts to develop and sustain an efficient team scheduling framework, ensuring adequate coverage for all functions and appointments.

• Cultivate a collaborative culture characterized by positivity and proactive engagement, motivating the team to deliver exceptional customer experiences.
• Provide continuous training, coaching, and performance evaluations to enhance the team's competencies and capabilities.
• Engage in the recruitment and selection process to assemble a team of high-caliber talent.

• Continuously explore avenues for enhancing the customer journey, working in tandem with the customer care team to address escalations and ensure high levels of customer satisfaction.
• Maintain a luxury ambiance within the showroom by upholding stringent visual merchandising and operational standards, including planogram updates and seasonal initiatives.
• Address customer inquiries through multiple communication channels such as phone, email, and live chat, ensuring a personalized service delivery.

• Partner across various departments including operations, merchandising, retail operations, marketing, HR, and customer care to catalyze business growth and satisfaction metrics.
• Drive innovation by introducing new concepts to enhance operational processes and customer engagement strategies.

The ideal candidate will be able to work a full-time schedule of Sunday - Thursday

• Demonstrated experience in managing personnel within retail or direct-to-consumer sales environments, emphasizing the achievement and surpassing of sales objectives.
• Proven leadership skills with a strong ability to inspire and develop high-performing teams.
• High-level business acumen with the analytical capability to interpret data and make informed strategic decisions.
• Outstanding communication skills with proficiency in both written and oral formats.
• Extensive experience with robust Customer Relationship Management (CRM) software.
• An entrepreneurial mindset with self-driven initiative.
• BA degree or equivalent preferred.
• A firm commitment to fostering respect and inclusivity in the workplace, along with an interest in socially and environmentally responsible products and organizations.