Brilliant Earth — Retail Store Manager (full-time)

Brilliant Earth (Coming Soon!)

The Retail Store Manager will build, lead and mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to Brilliant Earth 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.

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.
• Work closely with the Retail Operations team to maintain a luxury environment in the showroom.
• Collaborate across departments on special projects in operations, merchandising, marketing, HR and customer care.

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