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Customer Experience Associate

Marla Aaron
New York City, New York (US)
Closing date
30 May 2024

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Coordinator / Executive
Contract Type
Full Time

Job Details

As Customer Experience Associate, you will work in a sales capacity primarily with our direct business through customer interactions across all channels of communication and through our by-appointment showroom. You are the voice of Marla Aaron to our customers and you advocate for them to the rest of the Marla Aaron team. You will see all of our customer’s needs ranging from a simple product question, all the way to walking through months of decision making. Our customers will see you as their personal stylist. You will build relationships with them and be a constant resource for them. You will be the liaison who will communicate our customer’s needs and desires to the rest of the team in order to improve the customer experience at Marla Aaron. You will report to and work closely with the Retail Operations Manager to constantly reevaluate the experience we give our customers and think critically about how we can improve upon it. Additionally, Team members currently share in the responsibility of providing weekly sales and visual support to Bergdorf Goodman and providing feedback to our Wholesale Team regarding opportunities within the assortment .You will be trained on our Customer Experience Policy and learn and transmit our values across all dimensions. Our relationship with our customers is the lifeblood of our brand. You will be on the frontlines helping this part of our business thrive.

Reports to the Customer Experience Director.

The Details:

  • The ideal candidate should possess a genuine passion for sales and building meaningful relationships while delivering exceptional experiences during all in person appointments as well as via phone, email, DM, Chat and social media ("across all channels").
  • Maintain a 24 hour response time to our customer’s inquiries across channels
  • Be proactive in reaching out to our customers when necessary and find ways to go above and beyond
  • Assist in the showroom during customer appointments and work closely with our Retail Operations Manager to follow up with customers after appointments 
  • Work closely with the Retail Operations Manager to constantly reevaluate the experience we give our customers and think critically about how we can improve upon it
  • Act as a liaison between our customers and the Production Team to communicate ways to improve our products
  • Act as a liaison between our customers and the Product Development to communicate our customer’s product desires
  • Work closely with our Shipping Coordinator and Fulfillment Manager to communicate changes to orders in real time
  • Stay up to date on and abide by our Customer Experience Policy while helping to grow and improve upon it


  • Are comfortable with a rotating retail schedule including Saturday's
  • Are a fast learner
  • Have rigorous attention to detail
  • When you make mistakes, you own them
  • Ask questions when you don't understand
  • Find the positive in negative situations
  • Know how to communicate effectively by phone, email, text, on social media and in person 
  • Are proficient in Microsoft Office, Google Workplace, and have a desire and ability to learn the technology necessary to improve workflow, whatever that may be 
  • Love organization in a Marie Kondo sort of way 
  • Love jewelry and fashion but you love the human race even more 
  • Are willing to take on tasks that may fall outside of your job description --this will happen--you roll with it

Salary Range: $63,000-65,000

About us:

We are a rebellious little company and we make jewelry and other objects in New York City. They are beautiful and people seem to love them. What began with one lock is now an entire collection designed to be worn in infinite ways and used as “jewel tools” with individuals’ own collections—to redefine the “precious” in jewelry with individuality. The collection is sold online and in select independent stores in the US and around the world and even in a vending machine or two. 

We are an equal opportunity employer for whom diversity and inclusion are a passion and a commitment.

We provide health insurance as well as dental and vision plans.

401K matching program.

Access to personal and professional development coaching and support.

Other benefits such as transit vouchers, discounts at certain gyms and retailers. 

“Errand Day” (you’ll learn about that if you come in for an interview)

Our offices are decidedly “unoffice like” and fill a full floor on 47th street in the heart of New York’s Diamond District. Our fridge is also filled with great food.  

Please send all resumes and cover letters to


Marla launched the collection in 2013 when her combined obsessions with bridges, hardware and jewelry could no longer be ignored. What began with one lock is now an entire collection of over 500 pieces designed to be worn in infinite ways.

The entire collection was on exhibit in 2016 in New York City at the Museum of American Finance in their exhibit, "Gold: Worth its Weight".

The #lockyourmom Project, created by Marla, gives single moms sterling silver Baby Heartlocks just for them. To date Marla and her team have given out hundreds of Heartlocks to deserving single moms all over the country.

Our jewelry is sold on and in a small but mighty list of independent boutiques around the world. You may also find it in a vending machine or two.

Company info
37 West 47th Street
10 FL
New York

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