Our client is a growing ecommerce retailer of jewelry that has a tremendous mission of ethical sourcing and sustainability! If you love jewelry, and have an outgoing personality, a desire to lead and create strong selling and collaborative work relationships and understand how to go above and beyond for their customers, this is the job for you! This position will be responsible for managing their appointment based showroom in King of Prussia, PA!
We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Our team members bring a top-notch attitude and a willingness to help each other grow.
Base salary range of 75-90k plus bonus (approximately 15k) and comprehensive benefit package.
Position Overview
The Manager for the King of Prussia showroom location will build, lead and mentor a team of dedicated Customer Experience Assistants, Sales Consultants, and Concierges responsible for delivering exceptional service to all customers. The Customer Experience Assistants efficiently and effectively execute a personalized showroom experience, completing the sales process with our fine jewelry customers. As the team's manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Customer Experience Manager leads the team to achieve and exceed sales goals, directly impacting the growth of the company and the individual team members. As we open our newest location in Seattle, we are searching for a motivated and dedicated team leader to drive success.
Key Responsibilities • Recruit and manage a team of Customer Experience Associates in a fast-paced environment, focused on achieving sales targets and team KPIs. • 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 our customers by guiding customers through purchasing decisions, such as diamond options and custom designs. • Work closely with the Retail Operations team to maintain a luxury environment in the showroom. • 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. • Collaborate across departments on special projects in operations, merchandising, marketing, HR and customer care.
Specific Qualifications • Must have experience managing people in retail or direct to consumer sales, ecommerce experience a plus • Must demonstrate a proven track record of recruiting and growing high performing and accountable sales 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, while maintaining attention to detail • Excellent written and verbal communications • Ability to think critically and adapt quickly in a flexible environment • Exceptional time management skills and accountability • Team player with an ability to work collaboratively to achieve business goals • Robust CRM software experience • Entrepreneurial spirit / self-starter • Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts • Interest in socially and environmentally responsible organizations and products
We offer a competitive, robust benefits package. As a full-time employee, you can choose to enroll in medical, dental and vision insurance plans, 401(k) plan with matching contribution, and commuter benefits. We offer paid parental leave, an open PTO policy, and an employee discount on our products. Employees have access to an Employee Assistance Program which includes mental health counseling, and can participate in regular wellness events led by the culture team.