Ostbye & Anderson is a leading jewelry manufacturer and distributor serving independent retailers across the United States. Founded in 1920, the company has a long-standing reputation for exceptional quality, service, and value. We partner with independent jewelers who rely on us not just for product—but for the marketing, merchandising, and customer service support that helps their businesses thrive.
Role Summary
We are seeking a Customer Experience and Brand Manager to lead strategic initiatives that strengthen our brands, drive customer engagement, and support revenue growth across our independent jeweler customer network. This role oversees Customer Experience, Merchandising, and Digital Marketing strategy. The ideal candidate brings equal strength in operational customer service leadership and strategic brand/merchandising thinking--someone who can elevate both how we serve customers and how we present our products to the market.
Core Responsibilities
1. Customer Experience Leadership
This is a critical and primary focus of the role. Ostbye & Anderson's success is built on exceptional service to independent jeweler partners, and this leader will own that experience end-to-end.
• Lead, develop, and coach the Customer Experience team (Customer Experience Representatives), setting clear expectations, performance standards, and a culture of excellence
• Own the full customer service operation: order processing, rep support, inside sales, customer satisfaction, pricing inquiries, website support, and account management
• Design and implement customer service processes, workflows, and escalation protocols that drive consistency, speed, and quality
• Define and track key customer service metrics (response time, resolution rate, satisfaction scores) and report results to leadership
• Identify gaps in customer experience and drive continuous improvement across all touchpoints
• Partner closely with the Sales team to ensure seamless handoffs and communication with retail partners
• Oversee flyer program execution and marketing support to customers as coordinated through the service team
• Champion customer retention and loyalty by proactively addressing issues and building strong relationships with key accounts
2. Strategic Marketing & Brand Leadership
• Develop and execute comprehensive marketing and merchandising strategies aligned with company growth objectives
• Define brand positioning, messaging, and visual identity across all platforms and divisions
• Lead annual planning, forecasting, and budget management for the marketing and merchandising areas
• Analyze performance metrics and optimize campaigns for ROI
3. Brand & Product Marketing
• Collaborate with design and production teams to align storytelling with craftsmanship and sourcing
• Ensure consistent brand representation across flyers, trade shows, packaging, and digital assets across all divisions
• Lead the Digital Marketing Specialist in email marketing, social media, and digital initiatives
• Manage relationships with external agencies and vendors
4. Merchandising & Product Development
• Lead the Merchandise Manager and support 2–3 major product releases per year
• Work with the Merchandise Manager to merchandise the sales sample line and support the presentation of product in customer stores
• Develop marketing programs to support retail partners and distributors
• Plan and manage trade show logistics and industry events (RJO, IJO, JCK, etc.)
5. Team Leadership & Cross-Functional Collaboration
• Build and lead high-performing teams across Customer Experience, Merchandising, and Digital Marketing
• Collaborate cross-functionally with Sales, Production, Finance, and Operations
• Provide leadership through goal setting, performance support, and ongoing team development
• Foster a culture of accountability, continuous improvement, and customer focus
Success in This Role Looks Like
• A best-in-class customer service operation that jeweler partners consistently rave about
• Measurable improvement in customer satisfaction scores, response times, and retention
• A clear and efficient path across all areas: service, merchandising, and marketing
• Strong, consistent merchandise identity across brands
• Disciplined and timely product launches
• Steady, measurable revenue growth driven by integrated customer and marketing strategy
• Regular KPI tracking and transparent reporting to executive leadership
Qualifications
• Bachelor’s degree in marketing, business, or related field
• 7–10+ years of progressive experience in merchandising, marketing, and/or customer service leadership—preferably in jewelry, luxury goods, fashion, or consumer products
• Demonstrated success leading customer service teams and operations, including process design and performance management
• Strong understanding of wholesale distribution and/or e-commerce models
• Experience managing budgets and cross-functional teams
Preferred Experience
• Knowledge of precious metals, gemstones, and sourcing compliance
• Experience with major industry trade shows (RJO, IJO, JCK, etc.)
• Highly organized, detail-oriented, and capable of executing both strategic initiatives and day-to-day operational work
• Comfortable operating in a small-company, high-ownership environment
• Entrepreneurial, resourceful, and decisive with a bias toward action
• Strong communication and team development skills
• Data-driven decision-making mindset
• Exposure to EOS (Entrepreneurial Operating System)
Compensation & Benefits
• Competitive base salary + performance bonus
• Health and dental insurance
• 401(k) with company match
• Professional development opportunities