Sales Manager, ECommerce Channels

Summary

Join Brilliant Earth as a Channel Sales Manager and lead our online chat, phone, SMS, and other communication channels to drive sales and elevate the customer experience.

Requirements

• Minimum of 3 years leading Ecommerce and/or Virtual Channel Sales in a retail environment, luxury brands preferred
• Understanding of chat, phone and email KPIs, and demonstrated experience leading teams to achieve / exceed channel goals
• Demonstrated success in building, leading and developing high-performing teams, with a track record of driving results through effective team management and mentorship
• Highly organized with focus on execution, problem-solving, and improving processes
• Excellent analytical and problem-solving skills, with the ability to develop and execute strategic initiatives to drive business growth and operational excellence
• Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, startup environment while maintaining a focus on details and achieving goals
• Possesses strong problem-solving skills, approaching challenges with a positive and innovative mindset to drive solutions
• Exceptional interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization, as well as communicate to customers in a luxury environment
• Understanding, acceptance and active leadership practice of diversity, equity, inclusion and workplace belonging concepts
• Ability to remotely oversee and manage a sales-driven team
• Ability to tactfully navigate team personnel challenges in partnership with Human Resources, building trust amongst teams and fostering a culture of high performance

Responsibilities

• Responsible for the financial health and profitability of sales through channels (phone, chat, SMS, and future additional channels)
• Drive and grow channels sales performance by analyzing data, identifying opportunities for improvement, and implementing strategic initiatives and utilization of technology
• Actively participate in ecommerce channel sales activities, including: virtual appointments, phone calls, chat and SMS
• Collaborate with the Workforce team to optimize scheduling and productivity to meet customer demand
• Provide analysis-based insights to drive improved customer experience and sales performance
• 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

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