Experienced Customer Experience Assistant Manager – Luxury Jewelry Retail

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Assistant Manager, you'll play a vital role in building, leading, and mentoring a high-performing team of Concierges, Customer Experience Assistants, and Jewelry Consultants. Your primary focus will be on creating a personalized showroom experience that showcases our fine jewelry collections, while fostering a culture of partnership, positivity, and commitment to customer satisfaction.

About arenaflex

arenaflex is a leading e-commerce jeweler dedicated to creating a more transparent, sustainable, compassionate, and inclusive jewelry industry. We believe in crafting jewelry that not only sparkles but also aligns with our customers' values. Our mission is to revolutionize the fine jewelry industry by providing exceptional customer experiences, high-quality products, and a commitment to social and environmental responsibility.

Job Summary

As a Customer Experience Assistant Manager, you'll be responsible for leading a team of customer-facing professionals in delivering exceptional service, driving sales growth, and exceeding customer experience targets. You'll work closely with the Customer Experience leadership team to develop and implement strategies that enhance the customer experience, improve sales performance, and foster a positive and inclusive work environment.

Key Responsibilities

* Assist in the recruitment, management, and development of a high-performing Customer Experience team in a fast-paced retail environment.

• Collaborate with the Customer Experience leadership team to develop and implement strategies that drive sales growth, improve customer satisfaction, and enhance the overall customer experience.
• Create memorable and personalized experiences for customers by guiding them through purchasing decisions, such as diamond options and custom designs.
• Respond to customer inquiries over phone, email, and live chat, ensuring that high standards are upheld by the team.
• Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies, and procedures.
• Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers.
• Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.
• Maintain a luxury environment in the showroom and uphold visual merchandising standards, including planogram maintenance and updates, seasonal roll-outs, decor, and signage maintenance, and regular visual merchandising reviews.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care.

Essential Qualifications

* 2+ years of experience managing people in retail or direct-to-consumer sales, store leadership, or keyholder experience.

• Proven track record of recruiting and growing high-performing and accountable teams.
• BA degree or equivalent preferred.
• True passion for helping people and creating positive customer service experiences.
• Highly organized with a focus on execution, problem-solving, and improving processes.
• Motivated self-starter with high efficiency work style, while maintaining attention to detail.
• Excellent written and verbal communication.
• Ability to think critically and adapt quickly in a flexible environment.
• Exceptional time management skills and accountability.
• Team player with the ability to work collaboratively to achieve business goals.
• Robust CRM software experience.
• Entrepreneurial spirit/self-starter.
• Commitment to respect and inclusion in the workplace.
• Interest in socially and environmentally responsible organizations and products.

Preferred Qualifications

* Experience working in a luxury retail environment.

• Knowledge of fine jewelry and diamond options.
• Familiarity with CRM software and sales analytics tools.
• Experience with visual merchandising and store design.
• Certification in customer service or sales.

What We Offer

At arenaflex, we're passionate about the employee experience. That's why we offer an excellent training program, endless opportunities for career growth, and a comprehensive benefits package, including:

• Competitive compensation and salary range of $60,000 - $62,000 per year.
• Career growth opportunities through regular 1-1's with your manager, a variety of training opportunities, and an annual 360 review process for all employees.
• Set schedule with consistent weekly hours and 2 consecutive days off.
• Diverse, mission-minded team that welcomes challenges and rises to any occasion.
• Lifestyle Spending Account for eligible wellness expenses, such as gym memberships, massage, counseling, and more.
• Continued education opportunities in leadership, professional skills, diversity and inclusion, and access to tuition reimbursement for role-specific trainings.
• Employee discounts on our jewelry.
• Sales incentive programs to recognize and reward performance.
• Mental wellness perks, including access to mental health resources, self-care apps, and seminars.
• Giving back and volunteer opportunities to support local initiatives and community development.
• Medical, dental, and vision insurance with multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions.
• 401k match and employer-paid disability and life insurance.
• Paid time off, including 3 weeks of PTO in the first year.
• Parental leave to support growing families.
• Pre-tax commuter benefits.

How to Apply

If you're passionate about delivering exceptional customer experiences and growing with a dynamic and mission-driven organization, we encourage you to apply. Please submit your resume and cover letter, including a sentence about your favorite shape of diamond. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to maintaining a work environment and hiring process that is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State, or local laws. Apply for this job