Customer Experience Manager Jewelry Sales

**Key Responsibilities:**

**Sales Performance and Business Growth:** - Recruit lead and mentor a high-performing team comprising Customer Experience Assistants Jewelry Consultants and Concierges to achieve predefined quarterly sales targets.

- Exhibit a comprehensive understanding of business processes and Key Performance Indicators (KPIs) providing tailored coaching to each team member to enhance their performance.

- Drive showroom sales by leveraging data analytics to identify areas for improvement and implement targeted strategic initiatives to capture growth opportunities.

**Ownership of Store Performance:** - Assume complete accountability for showroom and office operations ensuring adherence to the highest standards of customer service and operational efficacy.

- Implement process improvement initiatives policies and procedures designed to elevate customer experience and optimize operational performance metrics.

- Collaborate closely with Workforce Operations Analysts to develop and sustain an efficient team scheduling framework ensuring adequate coverage for all functions and appointments.

**Leadership and Team Development:** - Cultivate a collaborative culture characterized by positivity and proactive engagement motivating the team to deliver exceptional customer experiences.

- Provide continuous training coaching and performance evaluations to enhance the teams competencies and capabilities. - Engage in the recruitment and selection process to assemble a team of high-caliber talent.

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*Customer Experience Management:** - Continuously explore avenues for enhancing the customer journey working in tandem with the customer care team to address escalations and ensure high levels of customer satisfaction.

- Maintain a luxury ambiance within the showroom by upholding stringent visual merchandising and operational standards including planogram updates and seasonal initiatives.

- Address customer inquiries through multiple communication channels such as phone email and live chat ensuring a personalized service delivery.

**Cross-Functional Collaboration:** - Partner across various departments including operations merchandising retail operations marketing HR and customer care to catalyze business growth and satisfaction metrics.

- Drive innovation by introducing new concepts to enhance operational processes and customer engagement strategies.

The ideal candidate will be able to work a full-time schedule of Tuesday - Saturday.

**Qualifications:**

- Demonstrated experience in managing personnel within retail or direct-to-consumer sales environments emphasizing the achievement and surpassing of sales objectives.

- Proven leadership skills with a strong ability to inspire and develop high-performing teams.

- High-level business acumen with the analytical capability to interpret data and make informed strategic decisions. - Outstanding communication skills with proficiency in both written and oral formats.

- Extensive experience with robust Customer Relationship Management (CRM) software.

- An entrepreneurial mindset with self-driven initiative.

- BA degree or equivalent preferred.

- A firm commitment to fostering respect and inclusivity in the workplace along with an interest in socially and environmentally responsible products and organizations.