Assistant Store Manager, Jewelry

Brilliant Earth•Santa Monica, CA

24d•Onsite

About The Position

The Customer Experience Assistant Manager at Brilliant Earth’s Santa Monica showroom leads and mentors Concierges, Customer Experience Assistants, and Jewelry Consultants in delivering personalized, high-quality service to fine jewelry customers. The role helps the team achieve sales and customer experience goals while fostering partnership, positivity, action, and customer commitment. The position is in person and is intended for a full-time Sunday-through-Thursday schedule. The targeted compensation budget is $72,400, which the company may adjust at its 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 abilities.
Self-motivated and efficient, with attention to detail.
Excellent written and verbal communication skills.
Ability to think critically and adapt quickly in a flexible environment.
Strong time management and accountability.
Ability to collaborate as a team player to achieve business goals.
Robust experience with CRM software.
Entrepreneurial spirit and self-starter 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 the Customer Experience team in a fast-paced environment focused on sales targets, team KPIs, and luxury customer service.
Maintain an efficient, highly functional showroom and office, 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 in the private showroom.
Design and implement initiatives, policies, and procedures to improve the customer experience and operational 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 planograms, seasonal rollouts, decor, signage, and regular reviews.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care.

Benefits

Career growth opportunities, regular one-on-ones with a manager, training opportunities, and an annual 360 review process.
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, plus tuition reimbursement for role-specific training.
Employee jewelry discounts.
Sales incentive programs.
Mental health resources, including self-care apps, seminars, and 24/7 counseling access through the Employee Assistance Program.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, including a $0 monthly premium employee health insurance option and employer HSA contributions.
401(k) match.
Three weeks of accrued paid time off in the first year.
Paid parental leave.
Employer-paid disability and life insurance.
Pre-tax commuter benefits.