Assistant Store Manager, Jewelry

Position Overview: The Customer Experience Assistant Manager for our Gold Coast showroom location will build, lead, and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. This role assists in leading the team to achieve and exceed sales and customer experience goals while fostering an environment of partnership, positivity, and commitment to the customer. The ideal candidate will work a full-time schedule of Sunday-Thursday and be based in-person at our Gold Coast showroom location.

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 the team meets a high standard of customer service.
• Create memorable and personalized experiences for Brilliant Earth customers by guiding them through purchasing decisions, such as diamond options and custom designs.
• Respond to customer inquiries over phone, email, and live chat, ensuring 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.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care.

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 a focus on execution, problem-solving, and improving processes.
• Motivated self-starter with a high-efficiency work style while maintaining attention to detail.
• Excellent written and verbal communication skills.
• 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.

Benefits

• Career Growth: Regular 1-1’s 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.
• Lifestyle Spending Account: Company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more.
• Continued Education: Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
• Employee Discounts: Generous discount on Brilliant Earth jewelry.
• Sales Incentive Programs: Incentive programs to recognize and reward performance.
• Mental Wellness Perks: Access to mental health resources, such as self-care apps and seminars, plus 24/7 access to counseling through our Employee Assistance program.
• Giving Back and Volunteer Opportunities: Support for local initiatives and team volunteering.
• Medical, Dental, and Vision: Multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions (coverage begins on the first day of the second month).
• 401k Match: Generous 401k match.
• Paid Time Off: Three weeks of PTO accrued in your first year.
• Parental Leave: Paid parental leave to bond and care for new additions.
• Disability and Life Insurance: 100% employer-paid.
• Pre-Tax Commuter Benefits.

Pay

The targeted budget for this position is $58k–68k. This compensation budget range may be adjusted at any time at the discretion of the company.

Schedule

Full-time schedule of Sunday–Thursday.