Assistant Store Manager, Jewelry

Brilliant Earth•San Francisco, CA

1d•Onsite

About The Position

The Customer Experience Assistant Manager leads and mentors a team of Concierges, Customer Experience Assistants, and Jewelry Consultants at Brilliant Earth's San Francisco showroom. The role supports the team in delivering personalized, luxury service and meeting or exceeding sales and customer experience goals. The manager fosters a positive, collaborative, action-oriented environment and contributes to the growth of both the company and team members. This is an in-person role at the San Francisco showroom. The ideal candidate can work a full-time schedule from Sunday through Thursday, with consistent weekly hours and two consecutive days off. The targeted compensation budget is $72,400, which may be adjusted at the company's discretion.

Requirements

Experience managing people in retail or direct-to-consumer sales.
Proven track record of recruiting and developing high-performing, accountable teams.
Passion for helping people and creating positive customer-service experiences.
Strong organization, execution, problem-solving, and process-improvement skills.
Self-starter with an efficient work style and 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-directed approach.
Commitment to respect and inclusion in the workplace.
Interest in socially and environmentally responsible organizations and products.

Nice To Haves

Store leadership or keyholder experience.
Bachelor's 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 luxury customer service.
Maintain an efficient, functional showroom and office while ensuring 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.
Identify 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 a team schedule that covers required duties and appointments.
Maintain the showroom's luxury environment and visual merchandising standards, including planograms, seasonal roll-outs, decor, signage, and regular reviews.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care.

Benefits

Training program and opportunities for career growth.
Regular manager one-on-ones, training opportunities, and an annual 360 review process.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
Company-sponsored learning and tuition reimbursement for role-specific training.
Employee jewelry discount.
Sales incentive programs.
Medical, dental, and vision plans, including a $0 monthly-premium employee health insurance option, plus employer HSA contributions.
Giving-back programs and volunteer opportunities.
401(k) match.
Three weeks of accrued PTO in the first year.
Paid parental leave.
Employer-paid disability and life insurance.
Pre-tax commuter benefits.