Customer Experience Assistant Manager

Rinvio Recruitment; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A high-end jewelry retailer is seeking a Customer Experience Assistant Manager for their Manhattan location. This role entails leading a team to provide exceptional service while enhancing sales and customer satisfaction. The ideal candidate will have experience in team management within retail, possess strong communication skills, and a keen focus on operational excellence. Responsibilities include managing customer engagement, ensuring store efficiency, and driving team performance in a luxury environment.

Qualifications

• Proven experience in managing teams within retail or direct-to-consumer environments.
• Demonstrable history of recruiting and developing high-performing teams.
• Self-motivated with strong work ethic and attention to detail.

Responsibilities

• Facilitate recruitment and oversee the management of the Customer Experience team.
• Ensure the showroom is operationally streamlined and uphold high customer service standards.
• Design and deliver unique and personalized purchasing experiences for customers.
• Effectively manage customer inquiries while maintaining high service standards.
• Conduct in-person consultations in the private showroom.

Skills

Team management

Customer service excellence

Problem-solving

Communication skills

Process optimization

Education

Bachelor's degree or equivalent experience

Tools

CRM software

Job description

Position Overview

We are seeking a Customer Experience Assistant Manager for the Manhattan, NYC showroom, tasked with the strategic leadership and mentorship of a team comprising Concierges, Customer Experience Assistants, and Jewelry Consultants. The primary objective of the Customer Experience team is to deliver an exceptional, tailored service in a high-end jewelry environment. As the team leader, you will cultivate a cooperative and positive atmosphere, drive actionable results, and maintain a strong customer-centric focus. Your role is pivotal in guiding the team to meet and exceed defined sales and customer satisfaction KPIs, thereby influencing both the organizational growth and the professional development of individual team members. This position requires in-person engagement at our Manhattan location, with a preferred work schedule of Tuesday through Saturday.

Key Responsibilities

• Leadership and Team Management: Facilitate recruitment and oversee the management of the Customer Experience team, focusing on enhancing sales outcomes, meeting team performance metrics, and consistently delivering a luxury experience.
• Operational Efficiency: Ensure the showroom and office are operationally streamlined and uphold high standards of customer service throughout daily activities.
• Customer Engagement: Design and deliver unique and personalized purchasing experiences for customers, guiding them through options that include diamonds and custom jewelry designs.
• Communication Channels: Efficiently manage customer inquiries via phone, email, and live chat while maintaining the team's adherence to high service standards.
• Appointment Management: Conduct in-person consultations in our private showroom, ensuring each customer receives a tailored experience representative of luxury consumer expectations.
• Continuous Improvement Initiatives: Proactively identify areas for enhancing the customer experience and implement operational enhancements, policies, and standard procedures.
• Escalation Management: Address customer experience escalations proficiently in collaboration with operations and customer care teams to ensure optimal resolution and satisfaction.
• Workforce Management: Collaborate with Workforce Operations Analysts to develop and maintain an effective team schedule, ensuring appropriate coverage for all essential functions and customer appointments.
• Visual Merchandising Oversight: Ensure adherence to luxury environment standards within the showroom, including regular updates to visual displays, planograms, and seasonal rollouts, while conducting routine reviews of merchandising effectiveness.
• Cross-Departmental Collaboration: Engage collaboratively with departments such as operations, merchandising, marketing, HR, and customer care to ensure seamless operations and a unified approach to customer experience.

Specific Qualifications

• Proven experience in managing teams within retail or direct-to-consumer environments; prior experience in store leadership or as a keyholder is desirable.
• A demonstrable history of recruiting, developing, and managing high-performing teams that are accountable and driven.
• A bachelor's degree or equivalent experience is preferred.
• A genuine passion for enhancing customer service experiences and assisting clients.
• Highly organized with a keen focus on execution, problem-solving, and process optimization.
• Self-motivated with a strong work ethic while maintaining meticulous attention to detail.
• Excellent verbal and written communication skills are essential.
• Ability to analyze situations critically and adapt rapidly within a dynamic environment.
• Exceptional time management abilities and accountability.
• Team-oriented with a collaborative approach to achieving organizational objectives.
• Proficient in using robust CRM software platforms.
• Entrepreneurial mindset combined with a self-starter attitude.
• Strong commitment to fostering respect and inclusion in the workplace.
• An interest in socially and environmentally responsible practices and products.