Customer Experience Manager, eCommerce Sales
Company: Brilliant Earth
Location: Denver
Posted on: February 22, 2021
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Job Description:
Customer Experience Manager, eCommerce Sales Customer Experience
Manager, eCommerce Sales - Brilliant Earth, Denver Brilliant Earth
is one of the fastest growing e-commerce jewelers in the world, and
the global leader in ethically sourced fine jewelry. Founded in
2005, we have been featured in Time, The Knot, Forbes, and
Refinery29, among many other media outlets. We are a group of
dedicated team members with a common goal of creating a more
sustainable, transparent, and compassionate jewelry industry. 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. Brilliant Earth team members bring a top-notch
attitude and a willingness to help each other grow.--For more
insight into our work environment and culture, and to hear from our
employees, check out our profile on the Muse! Everyone at Brilliant
Earth has a voice - we want to hear yours! If you are interested in
growing with Brilliant Earth, send us a resume and cover letter
letting us know why you are interested in joining our mission and
our team. Please include a sentence about your favorite shape of
diamond.-- About the Role: We are searching for a--Customer
Experience Manager, eCommerce Channel Sales--to lead our
channel--sales team to create personalized, memorable customer
experiences and achieve their goals. As a leader of this team, you
will have the opportunity to have a direct impact on company
performance and customer experiences, guiding the growth and
development of this function. The ideal candidate for this position
thrives in a fast-paced environment and is passionate about
creating exceptional customer experiences. What you'll do: Recruit
and manage sales team members in a fast-paced environment, ensuring
that the team is meeting a high standard of personalized customer
service.-- Analyze and report on team performance metrics and KPIs.
Consistently seek ways to improve the customer experience by
designing and implementing efficiency improvement initiatives in
collaboration with other leaders.-- Collaborate with showroom
leaders to support in-person sales and service efforts. Support the
creation and consistent improvement of best practices, KPIs,
policies and procedures related to Customer Experience and Sales.
Guide the growth and development of team members and junior leaders
to support overall team growth. Handle customer experience
escalations, ensuring the best possible experience for all
customers.-- Create and maintain a team schedule to provide
coverage for all necessary duties.-- Collaborate across departments
on special projects and departmental improvements, including
process automation and efficiency. Communicate with sales,
production, and fulfillment teams regarding customer timelines.--
Formulate and implement policies and procedures to ensure smooth
business operations.-- You're a great candidate if you have:
Experience growing and managing a successful ecommerce sales team;
direct to consumer experience--preferred-- Experience optimizing
processes for efficiency and accuracy, using CRM or ERP
system--automation-- Quantitative mindset, with an ability to
analyze and report on team metrics and--data-- Proven track record
of recruiting and maintaining high-performing--teams-- Highly
organized with focus on execution, problem solving, and
improving--processes-- Motivated self-starter with high efficiency
workstyle-- Excellent written and verbal communication skills--
Team player with an ability to work collaboratively across all
levels of the--organization-- Ability to think critically and adapt
quickly in a flexible--environment-- Understanding and acceptance
of diversity, equity, inclusion and workplace belonging concepts--
Interest in socially and environmentally responsible organizations
or products-- The targeted budget for this position is $65 -85k.--
This compensation budget range may be adjusted at any time at the
discretion of the company. Brilliant Earth offers a competitive,
robust benefits package.--As a full-time Brilliant Earth 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 of Brilliant Earth have access to an Employee
Assistance Program which includes mental health counseling, and can
participate in regular wellness events led by the culture team.
Brilliant Earth recognizes the value of diversity and inclusion on
our team, as we work together to reinvent fine jewelry in a
thoughtful and modern way. At Brilliant Earth, we celebrate each
other - our successes, the lessons along the way, and the unique
perspectives each individual brings to our team. It is our intent
to maintain a work environment and hiring process which is free of
harassment or discrimination because of sex, race, religion, color,
national origin, physical or mental disability, genetic
information, marital status, age, sexual orientation, gender
identity, military service, veteran status, or any other status
protected by Federal, State or local laws. We are committed to
complying with all Federal, State and local laws providing Equal
Employment Opportunities, and all other employment laws and
regulations. What's your highest level of education completed?*
College or University GPA LinkedIn Profile URL: Desired salary* Are
you authorized to work lawfully in the United States for Brilliant
Earth?* Will you now or in the future require Brilliant Earth to
commence ("sponsor") an immigration case in order to employ you
(for example, H-1B or other employment-based immigration case)?
This is sometimes called "sponsorship" for an employment-based visa
status.*
Keywords: Brilliant Earth, Denver , Customer Experience Manager, eCommerce Sales, Sales , Denver, Colorado
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