Jewelry Showroom Assistant Manager - Customer Experience

Brilliant Earth; Chicago (IL); On-site; USD 58,000 - 68,000; Full time

Benefits offered by this job

Career Growth

Set Schedule

Diverse, mission-minded team

Lifestyle Spending Account

Continued Education

Employee Discounts

Sales Incentive Programs

Mental Wellness Perks

Giving Back and Volunteer Opportunites

Medical, Dental, and Vision

401k match

Paid Time Off

Parental Leave

Disability and Life insurance

Job summary

Brilliant Earth’s Gold Coast showroom in Chicago seeks a Customer Experience Assistant Manager to lead a Concierge team and Jewelry Consultants in delivering a luxury, personalized shopping experience.

You will recruit, train, and mentor staff, drive sales and customer satisfaction, and maintain showroom standards. This in-person, full-time role requires Sunday–Thursday availability and a passion for people and service.

Qualifications

• Experience managing people in retail or direct-to-consumer sales.
• Proven track record of recruiting and growing high-performing teams.
• Highly organized with focus on execution, problem-solving, and improving processes.
• Ability to lead and mentor a team to achieve sales and customer experience goals.
• Strong communication and collaboration across departments.

Responsibilities

• Recruit and manage a Customer Experience team to meet sales targets and KPIs.
• Maintain an efficient showroom and ensure high standards of customer service.
• Guide customers through purchasing decisions including diamond options and custom designs.
• Respond to inquiries via phone, email, and live chat.
• Conduct in-person appointments in a private showroom.
• Improve customer experience through efficiency initiatives and procedures.
• Address customer escalations with operations and care teams.
• Coordinate team scheduling with Workforce Operations Analysts.
• Uphold luxury showroom visuals and planogram maintenance.
• Collaborate with operations, merchandising, retail operations, marketing, HR and customer care.
• Must have leadership experience in retail or direct-to-consumer sales; store leadership or keyholder a plus.
• Proven ability to recruit and grow high-performing teams.

Skills

People management

Retail leadership

Customer service

Team mentoring

Sales targets

CRM software

Education

BA degree or equivalent

Tools

CRM software

Job description

Brilliant Earth’s Gold Coast showroom in Chicago seeks a Customer Experience Assistant Manager to lead a Concierge team and Jewelry Consultants in delivering a luxury, personalized shopping experience.

You will recruit, train, and mentor staff, drive sales and customer satisfaction, and maintain showroom standards. This in-person, full-time role requires Sunday–Thursday availability and a passion for people and service.