At arenaflex, we're passionate about creating a more transparent, sustainable, compassionate, and inclusive jewelry industry. As a Customer Experience Assistant Manager in our Edina, MN showroom, you'll play a vital role in building and leading a high-performing team of Concierges, Customer Experience Assistants, and Jewelry Consultants who deliver exceptional service to our customers. If you're a motivated and dedicated team leader with a passion for creating positive customer experiences, we want to hear from you!
**About arenaflex**
arenaflex is a rapidly growing e-commerce jeweler that's revolutionizing the fine jewelry industry. We're committed to creating jewelry that's not only beautiful but also sustainable, transparent, and inclusive. Our team is passionate about making a positive impact, and we're looking for like-minded individuals to join our mission.
**Job Summary**
As a Customer Experience Assistant Manager, you'll be responsible for leading a team of customer-facing professionals who provide exceptional service to our customers. You'll work closely with our operations, merchandising, retail operations, marketing, HR, and customer care teams to ensure seamless execution of our customer experience strategy. Your primary focus will be on building a high-performing team, driving sales growth, and delivering exceptional customer experiences.
**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 to ensure seamless execution of our customer experience strategy.
**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 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 goods environment.
* Knowledge of fine jewelry and diamond options.
* Familiarity with visual merchandising and store design.
* Experience with sales incentive programs and customer loyalty initiatives.
**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're interested in growing with arenaflex, send us a resume and cover letter letting us know why you're 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!