Customer Experience Manager

Perfect Wellness Group bring the luxury and benefits of spa and wellness treatments to our client’s daily routines. All our hydrothermal bathing experiences combine the ancient cleansing and healing effects of saunas and thermal baths with the most advanced and innovative technology.

Why Perfect Wellness Group? Best luxury wellness solutions for your home or commercial space, headquartered in New York City, Perfect Wellness Group is the North American branch of Effe, located in Cesena, Italy. . Unlimited earning potential. Opportunity to advance and grow within. Perfect Wellness Group offers the top brands with guaranteed lowest pricing in the USA. Multiple flexible schedules. Bonuses for top performers.

The Customer Experience Manager will build, lead and mentor a team of dedicated Customer Experience Assistants delivering exceptional service to Perfect Wellness Group customers. As the team’s leader, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Customer Experience Manager leads the team to achieve and exceed sales goals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success.

The ideal candidate will be able to work a full-time schedule that includes weekends.

What You’ll Do:

• Recruit and lead a team of Customer Experience Assistants in a fast-paced, omni-channel environment, focused on achieving sales targets and team KPIs.
• Drive strong showroom 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.
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
• Partner with our customer care team to problem-solve customer experience escalations, ensuring the best possible experience for all customers.
• Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting the highest standards of customer service.
• Respond to customer inquiries over phone, email and live chat.
• Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.
• 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 and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regular cross-functional reviews / checkpoints.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care.

Requirements

You’re a Great Fit if You Have:

• Experience managing people in retail or direct-to-consumer sales, ecommerce and/or luxury product experience a plus
• BA degree or equivalent, preferred
• Ability to think critically and adapt quickly in a flexible environment
• Exceptional time management skills and accountability
• 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

Benefits

• State-of-the-art training and technology
• Monthly opportunities for performance-based rewards such as: luxury vacations, high-end electronics, gift cards, tickets to concerts and events
• Monthly, quarterly, and yearly bonuses
• Health insurance after 90 days
• Dental insurance
• Vision insurance
• Mileage reimbursement
• Paid time off
• Paid training
• Gas and toll reimbursement