ECommerce Channel Sales Manager

Brilliant Earth - Channel Sales Manager 

The Channel Sales Manager will oversee Brilliant Earth’s Channel 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. They will be accountable for their team’s performance toward key performance indicators and goals. They will help create and execute business strategies alongside company and department leadership and provide analysis and insights to ensure the channel sales teams' overall success and productivity. The ideal candidate will be a proactive, results-oriented leader who will help develop and grow this division through ideating and executing continuous improvement initiatives.

Key Responsibilities include, but are not limited to:

Channel Sales 

• 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. 
• 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.
• 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.

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:

• 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.
• Interest in socially and environmentally responsible organizations and products
• BA degree or equivalent, preferred
• Robust familiarity with CRM systems (preferably Salesforce), ERP software, sales automation tools, and other relevant technologies. 
• Robust understanding of sales processes and methodologies. 
• Ability to travel domestically as needed 

What We Offer  
At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:

• 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.

How to Apply & What to Expect: 

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

You’ll receive an email when we’ve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call! 
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