ECommerce Channel Sales Assistant Manager

Brilliant Earth - Channel Sales Assistant Manager 

The Channel Sales Assistant Manager will support sales and operations for Brilliant Earth’s Channels Sales (Online Chat, Phone, SMS, and other communication channels). Their responsibilities will include driving sales via online channels, leading a geographically diverse team, and elevating the overall customer experience. The Channel Sales Manager will build, lead and mentor a team of dedicated Jewelry Consultants responsible for achieving quarterly sales targets and delivering exceptional service to Brilliant Earth customers. As the team’s leader, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Channel Sales Assistant Manager leads the team to achieve and exceed sales goals, directly impacting the growth of the company and individual team members, and will be accountable for their team’s performance toward key performance indicators and goals. 

 The ideal candidate will be a proactive, results-oriented leader who will help develop and grow their team through ideating and executing continuous improvement initiatives.

Key Responsibilities include, but are not limited to:

Channel Sales 

• Responsible for their teams’ sales through channels (phone, chat, SMS, and future additional channels)
• Actively participate in ecommerce channel sales activities, including: virtual appointments, phone calls, chat and SMS.
• Drive channel sales performance by: demonstrating a robust understanding of business processes, priorities and KPIs, disseminating information to the team and closely coaching each team member to achieve performance goals.
• Support overall channels sales performance by providing feedback, identifying opportunities for improvement, and executing strategic initiatives and utilization of technology. 
• Collaborate with the Workforce team to optimize scheduling and productivity to meet customer demand.
• Support team in solving customer escalations, including speaking to customers directly and offering creative solutions.
• Provide consistent oversight of virtual sales team, offshore and onshore channels team, ensuring timely responsiveness and follow up from team to ensure best practice is followed.
• Partner closely with field leaders and teams to ensure great customer experiences are consistently delivered across all channels and reflected in sales, conversion, NPS and CSAT.

Leadership & Team Development 

• Lead and inspire teams in a fast-paced, omni-channel sales environment, focused on achieving sales targets and team KPIs.
• Participate in the sourcing and selection processes to build teams of diverse, high-performing talent.
• Foster an environment of partnership, positivity, and a bias toward action, inspiring the team to deliver exceptional customer service and sales results. 
• As a hands-on leader, drive topline performance, enhance leadership and company confidence, and inspire the team to excel.
• Collaborate with the HR team to recruit, develop and manage performance of virtual/remote sales managers and team members, identifying staffing needs and growth plans.
• Collaborate with the HR team to recruit, develop and manage performance of virtual/remote sales managers and team members, proactively identifying staffing needs and growth plans.

Specific qualifications:

• Demonstrated experience leading high-performing sales teams in a direct-to-consumer, ecommerce retail sales environment 
• Understanding of chat, phone and email KPIs, and demonstrated experience leading teams to achieve / exceed channel goals. 
• Must demonstrate a proven track record of recruiting and growing high performing and accountable teams
• BA degree or equivalent, preferred
• 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, while maintaining attention to detail
• Excellent written and verbal communications
• 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 to achieve business goals
• Robust CRM software experience
• Entrepreneurial spirit/self-starter
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts
• Interest in socially and environmentally responsible organizations and products

What We Offer  
At Brilliant Earth, 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:

• Insurance. Medical, dental, and vision insurance kick 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.
• Sales Incentive Programs. Quarterly and annual bonuses for achieving sales targets.
• Disability and Life insurance. 100% employer-paid.
• Pre-Tax Commuter Benefits.
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.
• Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 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.

How to Apply & What to Expect: 

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, 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 an opportunity to chat with a few of our Customer Experience senior leaders via video call! 
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