Customer Experience Assistant Manager

Dallas, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $55,000.00 - $60,000.00

Work Schedule

Standard Hours

Weekend Shifts

Benefits

career growth

set schedule

Diverse mission-minded team

lifestyle spending account

Continued education

Employee Discounts

Sales incentive programs

Mental wellness perks

Giving back and volunteer opportunities

Medical insurance

Dental Insurance

Vision Insurance

401k Match

Paid Time Off

Parental leave

Disability insurance

Life insurance

Pre-tax commuter benefits

Job Description

Brilliant Earth is a leading and innovative jewelry company committed to cultivating a more transparent, sustainable, compassionate, and inclusive jewelry industry. Founded with a mission to provide customers with jewelry that they can feel good about wearing, Brilliant Earth combines exceptional quality with ethical sourcing, ensuring that every piece reflects both craftsmanship and conscience. The company stands out in the industry by emphasizing transparency about its materials and practices, and is dedicated to making a positive impact on communities and the environment. With a strong focus on fostering diversity and inclusion, Brilliant Earth maintains a workplace culture characterized by collaboration, respect, and encouragement, where employees are valued for their unique perspectives and contributions. As one of the fastest-growing e-commerce jewelers worldwide, the company encourages innovation, teamwork, and personal growth, providing a dynamic and supportive environment for its team members.

The Customer Experience Assistant Manager role based in the Dallas, TX showroom is a pivotal leadership position designed to build, lead, and mentor a motivated team responsible for delivering an exceptional and personalized showroom experience to Brilliant Earth's customers. This role requires an energetic and dedicated team leader who not only drives sales and service excellence but also fosters a culture of partnership, positivity, and commitment to customer satisfaction. The Assistant Manager oversees a team comprising Concierges, Customer Experience Assistants, and Jewelry Consultants, ensuring they efficiently execute their duties while upholding the luxury branding of the showroom.

In this role, the Assistant Manager will actively participate in recruitment, team development, and performance management, all while maintaining a highly functional showroom and office environment. Responsibilities include guiding customers through purchasing decisions, addressing inquiries across multiple communication channels, conducting personalized in-person appointments in a high-end luxury setting, and continuously seeking improvements in customer service processes. This position will also collaborate cross-functionally with departments such as operations, merchandising, marketing, human resources, and customer care to enhance overall effectiveness and customer satisfaction.

Targeting an annual salary range between $55,000 and $60,000, this full-time position demands availability that includes weekend work and is based entirely in the Dallas showroom. Brilliant Earth offers a comprehensive benefits package and robust employee support systems, coupled with a clear path for career advancement. The company is dedicated to creating an inclusive and supportive workplace where team members can thrive and develop professionally while contributing to a meaningful mission.

Job Requirements

Experience managing people in retail or direct-to-consumer sales
Proven ability to recruit and build strong teams
Ability to work full-time including weekends
Strong organizational and problem-solving skills
Excellent communication skills
Proficiency with CRM software
Willingness to work in-person at Dallas, TX showroom
BA degree or equivalent preferred
Passion for customer service
Ability to manage schedules and coordinate team coverage
Capable of handling customer escalations professionally

Job Qualifications

Experience managing people in retail or direct-to-consumer sales with store leadership or keyholder experience preferred
Proven track record of recruiting and developing high-performing accountable teams
BA degree or equivalent preferred
Passion for helping people and creating positive customer service experiences
Highly organized with strong focus on execution, problem-solving, and process improvement
Motivated self-starter with an efficient work style and attention to detail
Excellent written and verbal communication skills
Ability to think critically and adapt quickly in a flexible environment
Exceptional time management and accountability
Team player capable of collaborating to achieve business goals
Robust CRM software experience
Entrepreneurial spirit and self-starter mindset
Commitment to respect and inclusion in the workplace
Interest in socially and environmentally responsible organizations and products

Job Duties

Assist in recruitment and management of a Customer Experience team in a fast-paced environment focused on sales targets, team KPIs, and luxury customer service
Maintain an efficient and highly functional showroom and office meeting high customer service standards
Create memorable and personalized experiences by guiding customers through purchasing decisions including diamond and custom design options
Respond to customer inquiries via phone, email, and live chat ensuring team upholds high standards
Conduct in-person customer appointments presenting jewelry in a private showroom to deliver a luxury personalized experience
Continuously seek improvements in customer experience through efficiency initiatives, policies, and procedures
Address customer experience escalations in partnership with operations and customer care to ensure optimal outcomes
Collaborate with Workforce Operations Analysts to maintain team schedules for coverage
Uphold visual merchandising standards including planogram updates, seasonal rollouts, decor, and signage maintenance
Work cross-departmentally with operations, merchandising, retail operations, marketing, HR, and customer care to enhance customer experience