Experienced Customer Experience Assistant Manager – Luxury Fine Jewelry Showroom

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Assistant Manager in our Edina, MN showroom, you'll play a vital role in building, leading, and mentoring a team of dedicated professionals who share our commitment to customer satisfaction. If you're a motivated and dedicated team leader with a passion for helping people and creating positive customer service experiences, we want to hear from you!

About arenaflex

arenaflex is a leading e-commerce jeweler dedicated to cultivating a more transparent, sustainable, compassionate, and inclusive jewelry industry. We believe in creating jewelry that you can feel good about wearing, without ever compromising between quality and conscience. Our mission is to reinvent fine jewelry in a thoughtful and modern way, and we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company over time.

Job Summary

As a Customer Experience Assistant Manager, you'll be responsible for leading a team of Customer Experience professionals in delivering exceptional service to our customers. You'll work closely with the team to achieve sales targets, team KPIs, and provide a luxury experience to all customers. You'll also be responsible for maintaining an efficient and highly functional showroom and office, creating memorable and personalized experiences for our customers, and responding to customer inquiries over phone, email, and live chat.

Key Responsibilities

* Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and providing a luxury experience to all customers.

• 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 arenaflex 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, 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

* 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 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 fast-paced, dynamic environment.

• Knowledge of luxury goods and fine jewelry industry.
• Experience with visual merchandising and store design.
• Strong analytical and problem-solving skills.
• Ability to work in a team environment and build strong relationships with colleagues.
• Experience with customer relationship management software.

What We Offer

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

• Career Growth: We want to see you sparkle! Through regular 1-1's with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth.
• Set Schedule: We offer consistent weekly hours, and 2 consecutive days off.
• Diverse, mission-minded team: We were founded to cultivate a more transparent, sustainable, compassionate, and inclusive jewelry industry. Learn more about our impact and team diversity.
• Lifestyle Spending Account: At arenaflex, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more!
• Continued Education: Company-sponsored learning in leadership, professional skills, diversity and inclusion, and access to tuition reimbursement for role-specific trainings.
• Employee Discounts: As an employee at arenaflex, you'll receive a generous discount on our jewelry.
• Sales Incentive Programs: Incentive programs to recognize and reward performance.
• Mental Wellness Perks: We offer access to mental health resources, such as self-care apps and seminars. Our Employee Assistance program offers 24/7 access to counseling!
• Giving Back and Volunteer Opportunities: In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.
• Medical, Dental, and Vision: We offer multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2nd month!
• 401k match: We know that saving for the future is important. That's why we offer a generous 401k match.
• Paid Time Off: We know it's important to recharge and relax - you'll accrue 3 weeks of PTO in your first year.
• Parental Leave: We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions.
• Disability and Life insurance: 100% employer-paid.
• Pre-Tax Commuter Benefits.

How to Apply & What to Expect

Everyone at arenaflex has a voice – we want to hear yours! If you are interested in growing with arenaflex, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. You'll receive an email when we've received your application, and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and a video interview with Customer Experience leaders!

Equal Employment Opportunity

arenaflex recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At arenaflex, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which 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. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations. If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at [email protected].

Apply Now!

If you're ready to join a dynamic team of professionals who share your passion for delivering exceptional customer experiences, apply now! Apply for this job