Luxury Jewelry Showroom Leader, Customer Experience

Brilliant Earth; Massachusetts; On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Career Growth

Set Schedule

Diversity & Inclusion

Wellness Stipend

Tuition Reimbursement

Employee Discount

Sales Incentives

Mental Health Resources

Volunteer Opportunities

Medical/Dental/Vision

401k Match

PTO 3 weeks

Parental Leave

Life Insurance

Job summary

Brilliant Earth in Chestnut Hill, MA seeks a Customer Experience Assistant Manager to lead a Concierge team and drive luxury service. This in-person, full-time role supports sales targets, enhances jewelry customer experiences, and maintains a high-standard showroom in a fast-paced environment.

The ideal candidate brings leadership, CRM experience, and a passion for people development, with a salary target of $60k–$65k and strong growth opportunities within our mission-driven jewelry company.

Qualifications

• Experience leading Customer Experience teams in retail or direct-to-consumer environments.
• Proven ability to recruit, develop and retain high‑performing teams.
• Strong focus on luxury customer service and personalized showroom experiences.
• Excellent communication and collaboration across departments.

Responsibilities

• Assist in recruiting and managing a Customer Experience team to meet sales targets and KPIs.
• Maintain a premium showroom and office environment with high customer service standards.
• Guide customers through purchases, including jewelry options and custom designs.
• Respond to inquiries via phone, email, and live chat; conduct in-person appointments in private showroom.
• Design and implement process improvements to enhance efficiency and customer experience.
• Create staff schedules in collaboration with Workforce Operations to ensure coverage.
• Maintain visual merchandising standards and planograms in the showroom.
• Collaborate with operations, merchandising, HR and customer care.

Skills

Team leadership

Customer experience

Recruitment

CRM software

Sales targets

Education

BA degree or equivalent preferred

Tools

CRM software

Job description

Brilliant Earth in Chestnut Hill, MA seeks a Customer Experience Assistant Manager to lead a Concierge team and drive luxury service. This in-person, full-time role supports sales targets, enhances jewelry customer experiences, and maintains a high-standard showroom in a fast-paced environment.

The ideal candidate brings leadership, CRM experience, and a passion for people development, with a salary target of $60k–$65k and strong growth opportunities within our mission-driven jewelry company.