Sales Assistant Manager

Summary

Join Brilliant Earth as a Channel Sales Assistant Manager and support sales and operations across various online channels (chat, phone, SMS). Lead and mentor a geographically diverse team of Jewelry Consultants, driving sales performance and exceeding quarterly targets. Foster a positive and collaborative work environment, focusing on continuous improvement and exceptional customer service. The ideal candidate will be a proactive, results-oriented leader with proven experience in ecommerce retail sales and team management. This role offers opportunities for career growth and a robust benefits package.

Requirements

• 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
• 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
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts
• Interest in socially and environmentally responsible organizations and products

Responsibilities

• 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
• 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

Preferred Qualifications

BA degree or equivalent

Benefits

• 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