Customer Experience Manager

The Retail Network - Los Angeles, CA (30+ days ago)


*Our client is a growing luxury ecommerce company with a by-appointment-only showroom in West Hollywood, CA

Successful candidates will have experience in luxury retail, customer service, contact center, or hospitality environments and be comfortable supporting e commerce operations and communications functions. Must have superior written and verbal communications skills.

This position requires working at least one weekend day per week.

The Customer Experience Manager for the Los Angeles location will recruit and oversee a team of dedicated Customer Experience Associates, responsible for delivering exceptional service to all customers. The Customer Experience Associates will need to efficiently and effectively execute a personalized showroom experience, as well as complete the sales process and post-sale support. As the teams manager, you will have the opportunity to develop a team and have a direct impact on the growth of the company.

Key Responsibilities:

  • Recruit and manage a team of Customer Experience Associates in a fast-paced environment
  • Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service
  • Create memorable and personalized experiences for all customers by guiding customers through purchasing decisions, such as diamond options and custom designs
  • Respond to customer inquiries over phone, email and live chat, and ensure 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
  • Handle customer experience escalations, ensuring the best possible experience for all customers
  • Create and maintain a team schedule to provide coverage for all necessary duties and appointments
  • Collaborate across departments on special projects in order management, inventory, merchandising, and fraud prevention
  • Communicate with sales, production, and fulfillment teams regarding customer timelines
  • Formulate and implement policies and procedures to ensure smooth business operations

Specific qualifications:

  • Must have experience managing people in a retail and service or equivalent environment
  • Must demonstrate a proven track record of recruiting high performing and accountable teams
  • BA degree or equivalent
  • A true passion for helping people and creating positive customer service experiences
  • Highly organized with focus on execution, problem solving, and improving processes
  • Motivated self-starter with high efficiency work style
  • Excellent written and verbal communications
  • Extreme attention to detail
  • Ability to think critically and adapt quickly in a flexible environment
  • Exceptional time management skills and accountability
  • Team player with an ability to work collaboratively always with a smile
  • Strong CRM software experience
  • Entrepreneurial spirit / self-starter
  • Interest in socially and environmentally responsible organizations and products

Job Type: Full-time

Salary: $65,000.00 to $75,000.00 /year

Experience:

  • Luxury or Ecommerce Management: 4 years (Preferred)