Customer Experience Manager- Jewelry Sales

Position Overview:

The Retail Sales Manager for the San Antonio, Texas location will be responsible for the strategic leadership and development of a high-performing Customer Experience team, which includes Concierges, Customer Experience Assistants, and Jewelry Consultants. This team is tasked with executing a customized showroom journey for our fine jewelry clientele, ensuring high‑touch service delivery. The Retail Sales Manager will cultivate a culture rooted in collaboration, proactivity, and customer‑centric philosophies, while also contributing to the achievement of sales and customer satisfaction benchmarks that directly influence the company’s growth trajectory and the professional development of team members.

We seek a driven and committed leader to propel our success.

Tues. to Saturday

• Oversee the recruitment and management of the Customer Experience team within a dynamic, sales‑driven environment, emphasizing the attainment of sales goals, team Key Performance Indicators (KPIs), and a premier customer experience.
• Ensure efficiency and functionality of both showroom and operational spaces, guaranteeing adherence to exemplary service standards.
• Personalize customer interactions by guiding them through informed purchasing decisions, particularly regarding diamond selections and bespoke jewelry designs.
• Handle customer inquiries via telephone, email, and live chat, ensuring the team maintains high service standards across all communication channels.
• Conduct face‑to‑face customer consultations within a private showroom framework, facilitating an exclusive and tailored luxury shopping experience.
• Continuously assess and enhance customer engagement processes, implementing innovative initiatives and workflows to elevate service delivery.
• Address escalated customer service issues by collaborating with operations and customer care teams to deliver optimal resolutions.
• Work alongside Workforce Operations Analysts to develop and maintain a comprehensive team schedule that ensures adequate coverage for all operational responsibilities and customer appointments.
• Uphold a luxurious ambiance in the showroom, maintaining strict adherence to visual merchandising standards, including planograms, seasonal setups, decor, and signage management, along with regular reviews of visual merchandising strategies.
• Collaborate with interdepartmental teams including operations, merchandising, retail operations, marketing, HR, and customer care to drive cohesive strategies.

• Proven experience in managing retail or direct‑to‑consumer sales teams; previous leadership or key holder experience is highly desirable.
• Documented success in recruiting, developing, and sustaining high‑performance teams that are accountable for results.
  
  - Bachelor’s degree or equivalent experience preferred.
• A genuine commitment to customer service excellence and enhancing customer experiences.
• Exceptional organizational skills with a concentrated focus on execution, problem‑solving, and process optimization.
  
  - Self‑motivated with an efficient work ethic while maintaining a keen eye for detail.
• Superior written and verbal communication skills.
  
  - Ability to engage in critical thinking and adapt promptly within a fast‑paced environment.
• Strong time management capabilities and personal accountability.
• A collaborative team player, dedicated to achieving collective business objectives.
• Proficient with Customer Relationship Management (CRM) software.
• An entrepreneurial mindset with a proactive approach.
• Commitment to fostering respect and inclusion within the workplace.
• Interest in organizations and products that are socially and environmentally responsible.