**Position Overview:**

We are seeking a Customer Experience Assistant Manager for THE Roosevelt Field, tasked with the responsibility of building, leading, and mentoring a team consisting of Concierges, Customer Experience Assistants, and Jewelry Consultants to deliver exceptional service. 

The objective of the Customer Experience team is to execute a highly personalized and efficient showroom experience for our clients in the fine jewelry sector. As the manager, you will cultivate a culture of collaboration, positivity, and proactive engagement, ensuring an unwavering commitment to customer satisfaction. 

The Assistant Manager will play a pivotal role in directing the team to meet and exceed sales and customer experience benchmarks, thereby contributing significantly to both company growth and team member development. We are looking for a dedicated and motivated leader who is eager to drive success.

The ideal candidate should be available to work from Tuesday to Saturday.

**Key Responsibilities:**

- Assist in the recruitment and management of a Customer Experience team within a dynamic retail environment, emphasizing the achievement of sales targets, key performance indicators (KPIs), and the delivery of a premium customer experience.

- Ensure the showroom and office operate efficiently and maintain high standards of customer service.

- Craft memorable and tailored experiences by guiding clients through critical purchasing decisions, including diamond selections and bespoke designs.

- Handle customer inquiries through various channels—phone, email, and live chat—while upholding rigorous service standards across the team.

- Conduct face-to-face customer appointments to showcase jewelry in our exclusive showroom, facilitating a truly personalized experience in a luxury retail context.

- Actively pursue opportunities to enhance the customer experience through the design and implementation of process improvement initiatives and refined policies and procedures.

- Manage customer experience escalations in collaboration with operations and customer care, ensuring optimal resolutions for all customers.

- Collaborate with Workforce Operations Analysts to develop and sustain effective team scheduling plans, ensuring complete coverage of all necessary functions and appointments.

- Maintain the luxury ambiance of the showroom and uphold visual merchandising standards, including maintenance of planograms, seasonal transitions, decor, signage, and regular visual merchandising evaluations.

- Work cross-functionally with departments such as operations, merchandising, retail operations, marketing, HR, and customer care to ensure alignment and synergy.

**Specific Qualifications:**

- Proven experience in managing personnel within retail or direct-to-consumer sales; experience in store leadership or as a keyholder is advantageous.

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

- Bachelor’s degree or equivalent experience preferred.

- Genuine passion for enhancing customer service experiences.

- Highly organized with a strong focus on execution, problem-solving, and process improvement.

- Self-motivated with an efficient work style while maintaining precision and attention to detail.

- Exceptional written and verbal communication skills.

- Ability to engage in critical thinking and adapt quickly to changing circumstances.

- Outstanding time management skills along with a sense of accountability.

- Team-oriented mindset with the capability to collaborate effectively in pursuit of business objectives.

- Proficiency in customer relationship management (CRM) software.

- Possesses an entrepreneurial spirit and self-starter attitude.

- A commitment to fostering respect and inclusion in the workplace.

- Interest in organizations and products that prioritize social and environmental responsibility.