Interview Studio

Requirements found

Sales (nice) Scheduling Budgeting Customer Service (must) Marketing Recruiting (must) Training

What this posting asks for

Level: Manager — The title says "Manager".

Main 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 provid…
• 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 Brilliant Earth customers by guiding customers through purchasing decisions, such as diamond options and cu…
• 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, dec…
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care.

Competencies an interviewer will look for

• Teamwork and collaboration Core
  In the posting: “Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.” · “Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care.” · “Team player with the ability to work collaboratively to achieve business goals”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Ownership and accountability Core
  In the posting: “Must demonstrate a proven track record of recruiting and growing high-performing and accountable teams” · “Motivated self-starter with high efficiency work style, while maintaining attention to detail” · “Exceptional time management skills and accountability”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Leadership and mentoring Core
  In the posting: “The Customer Experience Assistant Manager for our Santa Monica showroom location will build, lead and mentor a team of dedicated Concierges, Customer Experie…” · “The Assistant Manager assists in leading the team to achieve and exceed sales and customer experience goals, directly impacting the growth of the company and…” · “Must have experience managing people in retail or direct-to-consumer sales, store leadership or keyholder experience a plus”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Customer focus Core
  In the posting: “Assistant Store Manager, Jewelry (Customer Experience Assistant Manager) - Santa Monica, CA” · “The Customer Experience Assistant Manager for our Santa Monica showroom location will build, lead and mentor a team of dedicated Concierges, Customer Experie…” · “The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers.”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “The ideal candidate will be able to work a full-time schedule of Sunday - Thursday.” · “Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and provid…” · “Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Attention to detail and quality Core
  In the posting: “Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service.” · “Respond to customer inquiries over phone, email and live chat, and ensure that high standards are upheld by the team.” · “Maintain a luxury environment in the showroom and uphold visual merchandising standards, including planogram maintenance and updates, seasonal roll-outs, dec…”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Problem solving Core
  In the posting: “Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers.” · “Highly organized with focus on execution, problem-solving, and improving processes”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Data and analysis Core
  In the posting: “Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and provid…” · “Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Technical skill Supporting
  In the posting: “Robust CRM software experience”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Communication Supporting
  In the posting: “Excellent written and verbal communication”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Adaptability and learning Supporting
  In the posting: “Ability to think critically and adapt quickly in a flexible environment”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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