Assistant Store Manager, Jewelry

Assistant Store Manager, Jewelry (Customer Experience - Assistant Manager) - Chestnut Hill, MA

Position Overview: The Customer Experience team members will build, lead and mentor a team of dedicated Concierges, Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. As the team’s manager, you will foster an environment of partnership and positivity, bias toward action, and commitment to the customer. The Assistant Manager assists in leading the team to achieve and exceed sales and customer experience 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.

The ideal candidate will be able to work a full-time schedule of Sunday-Thursday. This role is in-person at our Chestnut Hill showroom location. The targeted budget for this position is $60k-65k. This compensation budget range may be adjusted at any time at the discretion of the company.

Key Responsibilities

• Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and providing a luxury experience to all customers.
• Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service.
• Create memorable and personalized experiences for Brilliant Earth customers by guiding customers through purchasing decisions, such as diamond options and custom designs.
• Respond to customer inquiries over phone, email and live chat, and ensure that high standards are upheld by the team.
• Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
• Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers.
• Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.
• Maintain a luxury environment in the showroom and uphold visual merchandising standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regular visual merchandising reviews.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care.

Specific qualifications:

• Must have experience managing people in retail or direct-to-consumer sales; store leadership or keyholder experience a plus.
• Must demonstrate a proven track record of recruiting and growing high-performing and accountable teams.
• BA degree or equivalent preferred.
• A true passion for helping people and creating positive customer service experiences.
• Highly organized with focus on execution, problem-solving, and improving processes.
• Motivated self-starter with high efficiency work style, while maintaining attention to detail.
• Excellent written and verbal communication.
• Ability to think critically and adapt quickly in a flexible environment.
• Exceptional time management skills and accountability.
• Team player with the ability to work collaboratively to achieve business goals.
• Robust CRM software experience.
• Entrepreneurial spirit / self-starter.
• Commitment to respect and inclusion in the workplace.
• Interest in socially and environmentally responsible organizations and products.

What We Offer

At Brilliant Earth, we’re passionate about the employee experience. We offer an excellent training program and opportunities for career growth. We offer competitive compensation and a robust benefits package, including:

• Career Growth: Regular 1-1s with your manager, various training opportunities, and an annual 360 review process for all employees, with clear pathways for growth.
• Set Schedule: Consistent weekly hours and 2 consecutive days off.
• Diverse, mission-minded team: Aiming to cultivate a more transparent, sustainable, compassionate, and inclusive jewelry industry.
• Lifestyle Spending Account: Reimbursements for eligible wellness expenses.
• Continued

Education

• Company-sponsored learning in leadership, professional skills, diversity and inclusion, and tuition reimbursement for role-specific trainings.
• Employee Discounts: Generous discount on our jewelry.
• Sales Incentive Programs: Incentives to recognize and reward performance.
• Mental Wellness Perks: Access to mental health resources and an Employee Assistance program with 24/7 counseling.
• Giving Back and Volunteer Opportunities: Team involvement in local initiatives.
• Medical, Dental, and Vision: Multiple plans with options including a zero-premium option and employer HSA contributions.
• 401k match: Generous match.
• Paid Time Off: 3 weeks of PTO in the first year.
• Parental Leave: Paid parental leave to bond and care for new additions.
• Disability and Life insurance: Employer-paid.
• Pre-Tax Commuter Benefits.

Note on applications:

• Brilliant Earth values diversity and inclusion and is an equal opportunity employer. Please apply with your resume and a cover letter outlining your interest in joining our mission and team, including a sentence about your favorite shape of diamond.

Additional notices:

• Various notices regarding Fair Chance laws and equal opportunity information apply as appropriate. If you need assistance or reasonable accommodation completing an application, please reach out to the appropriate channels per company policy.