The Customer Experience Assistant Manager at our Southlake showroom will be instrumental in constructing, leading, and mentoring a team comprised of Concierges, Customer Experience Assistants, and Jewelry Consultants, all tasked with delivering unparalleled service within a high-end retail environment. 

This role mandates the effective orchestration of a personalized customer journey for fine jewelry clientele, ensuring that each interaction is executed with both efficiency and finesse. 

As the Assistant Manager, you will cultivate a culture rooted in collaboration, proactive engagement, and unwavering dedication to the customer experience. Your leadership will directly influence sales performance and enhance individual team member development, contributing significantly to both organizational growth and customer satisfaction.

The ideal candidate must be able to commit to an in-person schedule from Sunday to Thursday at the Southlake, TX showroom.

**Key Responsibilities:**

- Facilitate the recruitment and performance management of a Customer Experience team in a dynamic, results-oriented environment targeting sales objectives, team KPIs, and delivering a luxury client experience.

- Ensure optimal showroom and office functionality, holding the team accountable to high customer service standards. - Design memorable and tailored experiences for clients by guiding them through intricate purchasing decisions, including diamond selections and custom jewelry creations.

- Address customer inquiries via telephone, email, and live chat, guaranteeing that the team maintains exemplary service standards.

- Conduct personalized in-person consultations within our private showroom, enhancing the luxury experience for clients.

- Continuously identify opportunities for customer experience enhancements through the development and implementation of process improvement initiatives, policies, and procedures.

- Resolve customer experience escalations in partnership with operations and customer care teams, striving for the highest levels of customer satisfaction.

- Collaborate with Workforce Operations Analysts to generate and maintain comprehensive team schedules, ensuring adequate coverage for various responsibilities and appointments.

- Uphold a luxury showroom environment through meticulous attention to visual merchandising standards, including planogram management, seasonal displays, decor maintenance, and routine merchandising reviews. - Engage in cross-departmental collaboration with operations, merchandising, retail operations, marketing, HR, and customer care.

**Specific Qualifications:**

- Proven experience in managing personnel within retail or direct-to-consumer sales, with leadership or keyholder experience highly advantageous.

- Demonstrated history of recruiting and cultivating high-performing, accountable teams.

- A Bachelor’s degree or equivalent is preferred.

- A genuine passion for enhancing customer service experiences and a focus on client-centric engagement.

- Highly organized with a penchant for execution, problem-solving, and process enhancement.

- Self-motivated, displaying a high level of efficiency while maintaining meticulous attention to detail.

- Excellent verbal and written communication skills.

- Capacity for critical thinking and quick adaptability in a fluid environment.

- Exceptional time management capabilities and personal accountability.

- Team-oriented mindset with the ability to collaborate effectively to achieve organizational objectives.

- Proficient in utilizing CRM software systems.

- Entrepreneurial spirit and self-initiative.

- Commitment to fostering respect and inclusion within the workplace.

- Interest in socially and environmentally responsible products and organizations.