Customer Experience Manager Jewelry Sales

We are in search of a highly motivated and results-driven Luxury Store Manager with comprehensive business acumen to oversee THE teams efforts in achieving and surpassing sales objectives. This position demands a proactive leader dedicated to enhancing sales performance assuming full ownership of store outcomes and demonstrating superior leadership capabilities. The ideal candidate will cultivate a culture that prioritizes exceptional customer experiences while actively driving sales metrics.

The selected candidate is expected to commit to a full-time schedule from Tuesday to Saturday working at our Palo Alto CA showroom.

**Key Responsibilities:**

**Sales Performance and Business Growth:**- Recruit lead and mentor a team comprising Customer Experience Assistants Jewelry Consultants and Concierges to meet quarterly sales targets.- Exhibit a comprehensive understanding of business processes and key performance indicators (KPIs) guiding each team member towards achieving their performance objectives.- Analyze sales data to drive showroom performance identifying improvement opportunities and executing strategic initiatives accordingly.

**Ownership of Store Performance:**- Assume complete accountability for showroom and office operations ensuring adherence to the highest standards of customer service and operational efficiency.- Implement efficiency optimization initiatives policies and procedures aimed at enhancing both customer experience and operational performance.- Collaborate with Workforce Operations Analysts to develop and maintain a comprehensive team schedule ensuring adequate coverage for all responsibilities and appointments.

**Leadership and Team Development:**- Create an environment centered on collaboration positivity and proactivity motivating the team to achieve excellence in customer service.- Provide continuous training coaching and performance feedback to enhance the teams competencies and capabilities.- Engage in sourcing and selection processes to build a team of high-performing talent.

**Customer Experience Management:**- Constantly seek avenues to improve the customer experience working alongside the customer care team to resolve escalations and ensure customer satisfaction.- Maintain the luxury ambiance of the showroom upholding standards for visual merchandising and retail operations including planogram updates and seasonal transitions.- Address customer inquiries across phone email and live chat channels ensuring a personalized and exceptional service experience.

**Cross-Functional Collaboration:**- Partner with various departmentsoperations merchandising retail marketing HR and customer careto foster business growth and enhance customer satisfaction.- Innovate and introduce new strategies to refine processes and elevate customer engagement.

**Qualifications:**

- Demonstrated experience in managing personnel within retail or direct-to-consumer sales environments with an emphasis on achieving and exceeding sales targets.

- Strong leadership qualities capable of inspiring and developing a high-performing team.

- Advanced business acumen with analytical skills to interpret data and inform strategic decisions effectively.- Excellent communication capabilities both written and verbal.

- Proficiency in customer relationship management (CRM) software.-

An entrepreneurial mindset and self-motivated approach.

- BA degree or equivalent experience is preferred.

- A commitment to fostering respect and inclusion within the workplace.

- An interest in socially and environmentally responsible organizations and products.