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Contact Information

Company: Ignite Recruitment
Contact Name: Moumita
Website: http://igniterec.com
Address: 401 Wilshire Boulevard Santa Monica, CA 90401 ,Santa Monica , California 83843 - USA
Contact Phone: 3721669

Job Details: Customer Experience Manager -Jewelry Sales Date: Sep 30 2022

Job Reference: 3039010
Job Category: Customer Service Jobs [ View All Customer Service Jobs Jobs ]
Company Type Recruiter
Employment type: Full Time
Degree: Bachelors
Experience: 5 years
Location: Palo Alto, California, 94301
Job Skills: Requirements
Basic Qualifications

A passion for the customer. You don’t just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door.
A drive to exceed goals. You love a good challenge! You’re a self-proclaimed “over-achiever” on a mission to help your team exceed their sales targets.
It’s all in the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.
Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise.
An Eye for Innovation. You’re a creative thinker who brings new ideas to the table.
Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together!
A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.
Preferred Qualifications

Experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience a plus
BA degree or equivalent, preferred
Ability to think critically and adapt quickly in a flexible environment
Exceptional time management skills and accountability
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
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Job Description

ob Description

The Customer Experience Manager will build, lead and mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to the customers. As the team’s leader, 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. The person selected will lead the team to success.

Salary $80000-$90000 per year,

Equity compensation, a $1000 signing bonus with first paycheck, medical, dental, vision insurance,401k match, Paid PTO, uncapped sales incentive program and much more

Responsibilities

Recruit and lead a team of Customer Experience Assistants in a fast-paced, omni-channel environment, focused on achieving sales targets and team KPIs.

Drive strong showroom sales performance by: demonstrating a robust understanding of business processes, priorities and KPIs, disseminating information to the team and closely coaching each team member to achieve performance goals.

Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.

Partner with the customer care team to problem-solve customer experience escalations, ensuring the best possible experience for all customers.

Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting the highest standards of customer service.

Respond to customer inquiries over phone, email and live chat.

Conduct in-person customer appointments to present jewelry in the private showroom, creating a truly personalized experience in a luxury goods environment.

Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.

Work closely with the Retail Operations team to maintain a luxury environment in the showroom.

Collaborate across departments on special projects in operations, merchandising, marketing, HR and customer care

Requirements
Basic Qualifications

A passion for the customer. You don’t just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door.
A drive to exceed goals. You love a good challenge! You’re a self-proclaimed “over-achiever” on a mission to help your team exceed their sales targets.
It’s all in the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.
Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise.
An Eye for Innovation. You’re a creative thinker who brings new ideas to the table.
Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together!
A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.
Preferred Qualifications

Experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience a plus
BA degree or equivalent, preferred
Ability to think critically and adapt quickly in a flexible environment
Exceptional time management skills and accountability
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

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