Customer Experience Manager- Jewelry Sales

77 consultants; New York (NY); On-site; USD 75,000 - 100,000; Full time

Job summary

77 consultants in New York is seeking a results-driven manager to lead a high-performing team in achieving sales targets while ensuring exceptional customer experiences. The ideal candidate should have proven experience in retail management, strong leadership skills, and a BA degree or equivalent. They will leverage data analytics to improve business processes and foster a collaborative culture. A commitment to customer satisfaction and operational excellence is essential. Full-time schedule is Sunday to Thursday.

Qualifications

• Experience managing personnel in retail or direct-to-consumer sales environments.
• Proven ability to inspire and develop high-performing teams.
• Strong analytical skills for data-driven decision-making.
• Outstanding verbal and written communication skills.
• Extensive experience with CRM software.

Responsibilities

• Lead and mentor a team to achieve sales targets.
• Accountable for showroom operations and customer service standards.
• Drive sales through data analysis and strategic initiatives.
• Enhance customer experience and satisfaction.
• Collaborate across departments to support business growth.

Skills

Team leadership

Sales management

Data analytics

Customer Experience Management

Communication skills

Customer Relationship Management software

Education

BA degree or equivalent

Job description

Key Responsibilities

Sales Performance and Business Growth

• Recruit, lead, and mentor a high-performing team comprising Customer Experience Assistants, Jewelry Consultants, and Concierges to achieve predefined quarterly sales targets.
• Exhibit a comprehensive understanding of business processes and Key Performance Indicators (KPIs), providing tailored coaching to each team member to enhance their performance.
• Drive showroom sales by leveraging data analytics to identify areas for improvement and implement targeted strategic initiatives to capture growth opportunities.

Ownership of Store Performance

• Assume complete accountability for showroom and office operations, ensuring adherence to the highest standards of customer service and operational efficacy.
• Implement process improvement initiatives, policies, and procedures designed to elevate customer experience and optimize operational performance metrics.
• Collaborate closely with Workforce Operations Analysts to develop and sustain an efficient team scheduling framework, ensuring adequate coverage for all functions and appointments.

Leadership and Team Development

• Cultivate a collaborative culture characterized by positivity and proactive engagement, motivating the team to deliver exceptional customer experiences.
• Provide continuous training, coaching, and performance evaluations to enhance the team's competencies and capabilities.
• Engage in the recruitment and selection process to assemble a team of high-caliber talent.

Customer Experience Management

• Continuously explore avenues for enhancing the customer journey, working in tandem with the customer care team to address escalations and ensure high levels of customer satisfaction.
• Maintain a luxury ambiance within the showroom by upholding stringent visual merchandising and operational standards, including planogram updates and seasonal initiatives.
• Address customer inquiries through multiple communication channels such as phone, email, and live chat, ensuring a personalized service delivery.

Cross-Functional Collaboration

• Partner across various departments including operations, merchandising, retail operations, marketing, HR, and customer care to catalyze business growth and satisfaction metrics.
• Drive innovation by introducing new concepts to enhance operational processes and customer engagement strategies.

The ideal candidate will be able to work a full-time schedule of Sunday - Thursday

Qualifications

• Demonstrated experience in managing personnel within retail or direct-to-consumer sales environments, emphasizing the achievement and surpassing of sales objectives.
• Proven leadership skills with a strong ability to inspire and develop high-performing teams.
• High-level business acumen with the analytical capability to interpret data and make informed strategic decisions.
• Outstanding communication skills with proficiency in both written and oral formats.
• Extensive experience with robust Customer Relationship Management (CRM) software.
• An entrepreneurial mindset with self-driven initiative.
• BA degree or equivalent preferred.
• A firm commitment to fostering respect and inclusivity in the workplace, along with an interest in socially and environmentally responsible products and organizations.