Assistant Store Manager, Jewelry

Brilliant Earth•Pasadena, TX

1d•Onsite

About The Position

The Customer Experience Assistant Manager for Brilliant Earth’s Pasadena showroom builds, leads, and mentors a team of Concierges, Customer Experience Assistants, and Jewelry Consultants who deliver personalized service to customers. The role fosters partnership, positivity, a bias toward action, and a strong commitment to customers. The Assistant Manager helps lead the team to achieve and exceed sales and customer experience goals, supporting company growth and team members’ development. This is an in-person position at the Pasadena showroom. The ideal candidate can work a full-time Sunday–Thursday schedule. The targeted compensation budget is $72,400; the company may adjust this budget range at its discretion.

Requirements

Experience managing people in retail or direct-to-consumer sales.
Proven ability to recruit and develop high-performing, accountable teams.
A passion for helping people and creating positive customer-service experiences.
Strong organization, execution, problem-solving, and process-improvement skills.
Motivated, efficient work style with 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.
Ability to collaborate as a team player to achieve business goals.
Robust CRM software experience.
Entrepreneurial spirit and self-starter approach.
Commitment to respect and inclusion in the workplace.
Ability to work a full-time Sunday–Thursday schedule.
Interest in socially and environmentally responsible organizations and products.

Nice To Haves

Store leadership or keyholder experience.
BA degree or equivalent.

Responsibilities

Assist with recruiting and managing a Customer Experience team in a fast-paced environment, focused on sales targets, team KPIs, and delivering a luxury customer experience.
Maintain an efficient, functional showroom and office and ensure the team meets high customer-service standards.
Guide customers through purchasing decisions, including diamond options and custom designs, to create memorable, personalized experiences.
Respond to customer inquiries by phone, email, and live chat, and ensure the team upholds high standards.
Conduct in-person customer appointments and present jewelry in the private showroom.
Design and implement initiatives, policies, and procedures to improve customer experience and efficiency.
Resolve customer experience escalations in partnership with operations and customer care.
Partner with Workforce Operations Analysts to create and maintain team schedules that cover required duties and appointments.
Maintain the showroom’s luxury environment and visual merchandising standards, including planogram maintenance and updates, seasonal rollouts, decor and signage maintenance, and regular visual merchandising reviews.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care.

Benefits

Company training program and opportunities for career growth, including regular manager 1:1s, training opportunities, and an annual 360 review.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses, such as gym memberships, massage, and counseling.
Company-sponsored continued education in leadership, professional skills, and diversity and inclusion, with tuition reimbursement for role-specific training.
Employee discount on jewelry.
Sales incentive programs.
Medical, dental, and vision plans, including a $0 monthly-premium employee health insurance option and employer HSA contributions.
Volunteer and giving-back opportunities.
401(k) match.
Accrual of three weeks of paid time off in the first year.
Paid parental leave.
Employer-paid disability and life insurance.
Pre-tax commuter benefits.