Assistant Store Manager, Jewelry

Assistant Store Manager, Jewelry

Position Overview: The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry 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. The ideal candidate will be able to work a full-time schedule of Sunday-Thursday. This role is in-person at our Gold Coast showroom location. The targeted budget for this position is $58k-62k.

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. That’s why we offer an excellent training program and opportunities for career growth. In addition, we offer competitive compensation and a robust benefits package, including: Career Growth. Regular 1-1s with your manager, a variety of training opportunities, and an annual 360 review process for all employees. Set Schedule. Consistent weekly hours and 2 consecutive days off. Diverse, mission-minded team. We were founded 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. Incentive programs to recognize and reward performance. Mental Wellness Perks. Access to mental health resources and an Employee Assistance program. Giving Back and Volunteer Opportunities. Teams support local initiatives and volunteer. Medical, Dental, and Vision. Multiple plans including options with low or zero premium and employer HSA contributions. 401k match. Generous 401k 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: This job description is a summary of responsibilities and qualifications and is not intended to be an inclusive list of duties.