Customer Experience Manager, eCommerce Sales

Company: Brilliant Earth
Location: Denver
Posted on: February 22, 2021

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