Job Overview
Employment Type
Full-time
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
Dental
Vision
401k Match
Paid Time Off
Parental leave
disability and life insurance
Pre-tax commuter benefits
Job Description
Brilliant Earth is a leading, innovative fine jewelry retailer based in San Jose, California, renowned for its commitment to transparency, sustainability, and ethical practices within the jewelry industry. Established as an e-commerce pioneer in the fine jewelry space, Brilliant Earth has built its reputation by crafting high-quality, socially responsible pieces that customers can feel proud to wear. The company fosters a culture of collaboration, respect, and inclusion, which allows it to attract and maintain a talented, diverse workforce driven by passion and purpose. They place a strong emphasis on employee growth and development, celebrating successes and promoting a work environment free of harassment and discrimination. Brilliant Earth's vibrant team continuously aims to elevate the customer experience while steadfastly upholding the company’s mission to reinvent fine jewelry thoughtfully and responsibly.
The Customer Experience Assistant Manager position at Brilliant Earth's San Jose showroom plays a pivotal role in advancing the company’s commitment to delivering exceptional, personalized service in the luxury jewelry sector. This full-time in-person role involves leading and mentoring a passionate team of Concierges, Customer Experience Assistants, and Jewelry Consultants who work together to provide an extraordinary, tailored shopping journey for Brilliant Earth’s clientele. With a targeted salary range of $65,000 to $70,000 annually, this role offers ample opportunity for career growth and development within a fast-paced, customer-oriented environment.
In this role, the Assistant Manager is responsible for team recruitment, management, and motivation, driving the achievement of sales targets and key performance indicators. The position demands a keen eye for maintaining a luxurious, inviting showroom ambiance and expert oversight of customer service standards. The Assistant Manager will regularly guide customers through detailed purchasing decisions, including diamond selection and custom design consultations, ensuring each client receives a memorable, luxurious experience. Additionally, the role involves managing customer interactions across various channels such as phone, email, and live chat, as well as handling escalations thoughtfully in collaboration with other departments to maintain Brilliant Earth’s high standards.
Beyond managing daily operations, the Assistant Manager is tasked with designing and implementing initiatives to improve team efficiency and customer satisfaction, maintaining visual merchandising standards including seasonal display updates, and fostering strong cross-departmental partnerships to support the company’s mission and goals. The ideal candidate is a highly organized, motivated self-starter with excellent communication skills, critical thinking ability, and a deep commitment to creating exceptional customer experiences. They will thrive in a dynamic environment that values entrepreneurial spirit, inclusiveness, and a dedication to social and environmental responsibility.
By joining Brilliant Earth in this role, team members gain access to an exceptional work culture that prioritizes employee well-being and professional development. The company provides comprehensive training, continuous education opportunities, robust benefits, and various incentive programs. Brilliant Earth actively cultivates diversity and inclusion, encouraging employees to bring their authentic selves to work and contribute meaningfully to the team’s goals. This position is not only a chance to advance one’s career in luxury retail leadership but also to be part of a mission-driven company making a significant positive impact in the jewelry industry.
The Customer Experience Assistant Manager position at Brilliant Earth's San Jose showroom plays a pivotal role in advancing the company’s commitment to delivering exceptional, personalized service in the luxury jewelry sector. This full-time in-person role involves leading and mentoring a passionate team of Concierges, Customer Experience Assistants, and Jewelry Consultants who work together to provide an extraordinary, tailored shopping journey for Brilliant Earth’s clientele. With a targeted salary range of $65,000 to $70,000 annually, this role offers ample opportunity for career growth and development within a fast-paced, customer-oriented environment.
In this role, the Assistant Manager is responsible for team recruitment, management, and motivation, driving the achievement of sales targets and key performance indicators. The position demands a keen eye for maintaining a luxurious, inviting showroom ambiance and expert oversight of customer service standards. The Assistant Manager will regularly guide customers through detailed purchasing decisions, including diamond selection and custom design consultations, ensuring each client receives a memorable, luxurious experience. Additionally, the role involves managing customer interactions across various channels such as phone, email, and live chat, as well as handling escalations thoughtfully in collaboration with other departments to maintain Brilliant Earth’s high standards.
Beyond managing daily operations, the Assistant Manager is tasked with designing and implementing initiatives to improve team efficiency and customer satisfaction, maintaining visual merchandising standards including seasonal display updates, and fostering strong cross-departmental partnerships to support the company’s mission and goals. The ideal candidate is a highly organized, motivated self-starter with excellent communication skills, critical thinking ability, and a deep commitment to creating exceptional customer experiences. They will thrive in a dynamic environment that values entrepreneurial spirit, inclusiveness, and a dedication to social and environmental responsibility.
By joining Brilliant Earth in this role, team members gain access to an exceptional work culture that prioritizes employee well-being and professional development. The company provides comprehensive training, continuous education opportunities, robust benefits, and various incentive programs. Brilliant Earth actively cultivates diversity and inclusion, encouraging employees to bring their authentic selves to work and contribute meaningfully to the team’s goals. This position is not only a chance to advance one’s career in luxury retail leadership but also to be part of a mission-driven company making a significant positive impact in the jewelry industry.
Job Requirements
- Must have experience managing people in retail or direct-to-consumer sales
- Store leadership or keyholder experience a plus
- Proven track record of recruiting and growing high-performing and accountable teams
- BA degree or equivalent preferred
- Strong passion for customer service
- Excellent organizational skills
- Motivated self-starter
- Strong communication skills
- Ability to adapt in a fast-paced environment
- Time management skills
- Team collaboration ability
- CRM experience
- Entrepreneurial mindset
- Commitment to workplace inclusion
- Interest in sustainability and social responsibility
Job Qualifications
- Experience managing people in retail or direct-to-consumer sales
- Store leadership or keyholder experience a plus
- 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 and 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 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 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
Your Profile Is Visible To Hiring Managers Across OysterLink.
We'll match you with best jobs
Get job offers faster
Search For More Opportunities:
How Candidates Get Hired Faster
Apply to 2–3 similar roles
Complete profile & get best matches
Check new opportunities daily
