Customer Experience Assistant Manager

TL;DR

Customer Experience Assistant Manager (Retail Jewelry): Build, lead, and mentor a team of concierges and consultants delivering personalized showroom experiences and achieving sales targets with an accent on luxury service, customer engagement, and operational efficiency. Focus on recruiting high-performing teams, problem-solving escalations, and implementing process improvements for exceptional customer satisfaction.

Onsite at showroom in Dallas, TX. Full-time schedule including weekends.

Company

E-commerce jeweler focused on transparent, sustainable, and inclusive fine jewelry.

What you will do

• Recruit, manage, and mentor Customer Experience team to hit sales targets and KPIs in a fast-paced luxury environment.
• Maintain showroom operations, visual merchandising, and high service standards.
• Guide customers through personalized jewelry consultations, diamond selections, and custom designs.
• Handle inquiries via phone, email, chat, and in-person appointments.
• Problem-solve escalations and implement efficiency initiatives.
• Collaborate with operations, merchandising, marketing, HR, and customer care teams.

Requirements

• Experience managing people in retail or direct-to-consumer sales; store leadership or keyholder a plus.
• Proven track record of recruiting and growing high-performing teams.
• BA degree or equivalent preferred.
• Passion for customer service, organization, problem-solving, and process improvement.
• Excellent communication, time management, and CRM software experience.
• Team player with entrepreneurial spirit and commitment to inclusion.

Culture & Benefits

• Career growth via 1-1s, training, 360 reviews, and leadership development.
• Set schedule with 2 consecutive days off and sales incentives.
• Comprehensive benefits: medical/dental/vision (HSA contributions), 401k match, 3 weeks PTO, parental leave, commuter benefits.
• Lifestyle perks: wellness reimbursements, employee discounts, mental health resources, volunteer opportunities.
• Diverse, mission-driven team emphasizing sustainability and inclusion.

Hiring process

• Submit resume, cover letter, and favorite diamond shape.
• Phone screen with recruiting, online exercise on website/customer inquiries, video interview with leaders.
• Expect update within a week of applying.