The Customer Experience Assistant Manager for the San Francisco showroom is tasked with building, leading, and mentoring a high-performing team of Concierges, Customer Experience Assistants, and Jewelry Consultants, all focused on delivering outstanding service. 

This role is integral to managing the team that orchestrates personalized showroom interactions for our fine jewelry clientele. As the team leader, you will cultivate a collaborative and positive culture, emphasizing proactivity and a customer-first ethos. 

The Assistant Manager plays a crucial role in steering the team toward achieving and surpassing sales and customer experience objectives, thus contributing to both company growth and individual team development. We are seeking a driven and dedicated leader to propel our success.

The ideal candidate should be available to work Sunday through Thursday and will operate in-person at the San Francisco showroom.

**Key Responsibilities:**

- Assist in the recruitment and management of a Customer Experience team in a dynamic, sales-driven environment, focusing on meeting sales targets and key performance indicators while delivering a luxury customer experience.

- Ensure a highly functional showroom and office environment, maintaining exceptional standards of customer service.

- Create personalized and memorable customer interactions by guiding them through purchasing decisions, such as diamond selections and custom design considerations.

- Address customer inquiries through multiple channels including phone, email, and live chat, ensuring a consistent adherence to high service standards across the team.

- Conduct in-person appointments within the private showroom setting, enhancing the luxury experience associated with our jewelry offerings.

- Proactively identify and implement initiatives to enhance the customer experience, including operational improvements, policy development, and procedural enhancements.

- Resolve escalated customer issues in collaboration with operations and customer care teams, ensuring optimum customer satisfaction.

- Partner with Workforce Operations Analysts to develop and manage staff schedules, ensuring comprehensive coverage for all duties and appointments.

- Maintain the luxurious ambiance of the showroom, overseeing visual merchandising standards including planogram adherence, seasonal updates, decor, signage, and regular merchandising evaluations.

- Collaborate with various departments, including operations, merchandising, retail operations, marketing, human resources, and customer care.

**Qualifications:**

- Proven experience in people management within retail or direct-to-consumer sales, with prior roles in store leadership or keyholder positions viewed favorably.

- A demonstrated history of recruiting and developing high-performing, accountable teams.

- A Bachelor’s degree or equivalent educational background is preferred.

- A genuine passion for customer service and creating positive engagement experiences.

- Highly organized with an emphasis on execution, problem-solving, and process enhancement.

- A motivated self-starter, exhibiting high efficiency while maintaining meticulous attention to detail.

- Superior written and verbal communication skills.

- Strong critical thinking abilities and adaptability to rapidly changing environments.

- Excellent time management and accountability skills.

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

- Proficient in robust CRM software systems.

- Possess an entrepreneurial mindset and demonstrate self-starting capabilities.

- Committed to fostering respect and inclusion within the workplace.

- An interest in socially and environmentally responsible products and practices.