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, bui