About the Role
ECommerce Channel Sales Assistant Manager
Remote
Full Time
Sales and Customer Service
Manager/Supervisor
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