Luxury Sales Store Manager

Key Responsibilities

• Recruit, lead, and mentor a team of Customer Experience Assistants, Jewelry Consultants, and Concierges to meet quarterly sales targets.
• Demonstrate a robust understanding of business processes and KPIs, coaching each team member to achieve performance goals.
• Drive showroom sales performance by analyzing data, identifying opportunities for improvement, and implementing strategic initiatives.
• Take full accountability for the showroom and office operations, ensuring they meet the highest standards of customer service and operational efficiency.
• Implement efficiency improvement initiatives, policies, and procedures to enhance the customer experience and operational performance.
• Partner with Workforce Operations Analysts to create and maintain a comprehensive team schedule, ensuring coverage for all duties and appointments.
• Foster an environment of partnership, positivity, and a bias toward action, inspiring the team to excel and deliver exceptional customer service.
• Provide ongoing training, coaching, and performance feedback to develop the team’s skills and capabilities.
• Participate in the sourcing and selection processes to build teams of high-performing talent.
• Lead by example in conducting in-person customer appointments, presenting jewelry in a luxury goods environment.
• Consistently seek ways to improve the customer experience, collaborating with the customer care team to resolve escalations and ensure customer satisfaction.
• Maintain a luxury environment in the showroom, upholding visual merchandising and retail operations standards, including planogram updates and seasonal roll-outs.
• Respond to customer inquiries via phone, email, and live chat, ensuring a personalized and exceptional service experience.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR, and customer care, to drive business growth and customer satisfaction.
• Innovate and bring new ideas to enhance processes and customer engagement.

Qualifications

• Proven experience managing people in retail or direct-to-consumer sales, with a focus on achieving and exceeding sales targets.
• Strong leadership abilities with the capacity to inspire and develop a high-performing team.
• Excellent business acumen with the ability to analyze data and make strategic decisions.
• Exceptional communication skills, both written and verbal.
• Robust CRM software experience.
• Entrepreneurial spirit and self-starter mindset.
• Bachelor’s degree or equivalent, preferred.
• Commitment to respect and inclusion in the workplace.
• Interest in socially and environmentally responsible organizations and products.

What We Offer

• 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, 2 consecutive days off.
• Diverse, mission-minded team. Founded to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry.
• 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 our 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. Employee Assistance program offers 24/7 access to counseling!
• Giving Back and Volunteer Opportunities. Support local initiatives and volunteer together.
• Medical, Dental, and Vision. Multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2nd month!
• 401k match. Generous 401k match.
• Paid Time Off. Accrue 3 weeks of PTO in your first year.
• Parental Leave. Utilize paid parental leave to bond and care for your new additions.
• Disability and Life insurance. 100% employer-paid.
• Pre-Tax Commuter Benefits.