Customer Experience Manager-Jewelry Sales - 77 Consultants
Chestnut Hills, MA
About the Job
As a Customer Experience Manager, you will lead a team of Customer Experience Assistants, Jewelry Consultants, and Concierges to deliver exceptional service to customers and meet quarterly sales targets.
Your role will involve fostering a positive and collaborative environment, encouraging a bias toward action, and prioritizing customer satisfaction.
You will be responsible for driving sales growth and exceeding sales targets, thereby contributing to the company's success and the development of individual team members.
They are seeking a motivated and committed team leader who can work a full-time schedule, including weekends.
You will be responsible for recruiting and leading the team in a fast-paced, omni-channel environment, coaching each team member to achieve performance goals, and designing and implementing efficiency improvement initiatives, policies, and procedures to enhance the customer experience.
Additionally, you will work with the customer care team to resolve customer experience escalations and maintain an efficient and highly functional showroom and office.
You will be required to respond to customer inquiries over phone, email, and live chat, conduct in-person customer appointments to present jewelry in our private showroom, and collaborate with the Workforce Operations Analysts to create and maintain a team schedule to ensure coverage for all necessary duties and appointments. You will also be responsible for maintaining a luxury environment in the showroom and upholding visual merchandising and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance, and regular cross-functional reviews/checkpoints.
You will collaborate with various departments, including operations, merchandising, retail operations, marketing, HR, and customer care, to drive success.
To be successful in this role, you must have a passion for customer service, a drive to exceed goals, a keen eye for detail, excellent communication skills, a creative mindset, and an open, positive, and collaborative leadership style.
To be considered for this role, you must have experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience is a plus, a BA degree or an equivalent, exceptional time management skills, and robust CRM software experience.
An entrepreneurial spirit, understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts, and an interest in socially and environmentally responsible organizations and products are also required.
We are passionate about providing an excellent employee experience and offer endless opportunities for career growth.
Additionally, they offer competitive compensation and a robust benefits package, including medical, dental, and vision insurance, a generous 401k match, paid time off, sales incentive programs, 100% employer-paid disability and life insurance, pre-tax commuter benefits, and company-sponsored learning in leadership and professional skills.
Your role will involve fostering a positive and collaborative environment, encouraging a bias toward action, and prioritizing customer satisfaction.
You will be responsible for driving sales growth and exceeding sales targets, thereby contributing to the company's success and the development of individual team members.
They are seeking a motivated and committed team leader who can work a full-time schedule, including weekends.
You will be responsible for recruiting and leading the team in a fast-paced, omni-channel environment, coaching each team member to achieve performance goals, and designing and implementing efficiency improvement initiatives, policies, and procedures to enhance the customer experience.
Additionally, you will work with the customer care team to resolve customer experience escalations and maintain an efficient and highly functional showroom and office.
You will be required to respond to customer inquiries over phone, email, and live chat, conduct in-person customer appointments to present jewelry in our private showroom, and collaborate with the Workforce Operations Analysts to create and maintain a team schedule to ensure coverage for all necessary duties and appointments. You will also be responsible for maintaining a luxury environment in the showroom and upholding visual merchandising and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance, and regular cross-functional reviews/checkpoints.
You will collaborate with various departments, including operations, merchandising, retail operations, marketing, HR, and customer care, to drive success.
To be successful in this role, you must have a passion for customer service, a drive to exceed goals, a keen eye for detail, excellent communication skills, a creative mindset, and an open, positive, and collaborative leadership style.
To be considered for this role, you must have experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience is a plus, a BA degree or an equivalent, exceptional time management skills, and robust CRM software experience.
An entrepreneurial spirit, understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts, and an interest in socially and environmentally responsible organizations and products are also required.
We are passionate about providing an excellent employee experience and offer endless opportunities for career growth.
Additionally, they offer competitive compensation and a robust benefits package, including medical, dental, and vision insurance, a generous 401k match, paid time off, sales incentive programs, 100% employer-paid disability and life insurance, pre-tax commuter benefits, and company-sponsored learning in leadership and professional skills.
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Source : 77 Consultants