Assistant Store Manager, Jewelry

Brilliant Earth•Brookline, MA

9d•$60,000 - $65,000•Onsite

About The Position

The Customer Experience Assistant Manager at Brilliant Earth's Chestnut Hill showroom builds, leads, and mentors a team of Concierges, Customer Experience Assistants, and Jewelry Consultants. The team delivers efficient, personalized service to fine-jewelry customers. The manager fosters partnership, positivity, action, and commitment to customers, and helps the team achieve and exceed sales and customer-experience goals. This is an in-person role with a full-time schedule of Sunday through Thursday.

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.
Strong time-management skills and accountability.
Collaborative team player who can work toward business goals.
Robust CRM software experience.
Entrepreneurial spirit and self-starter mentality.
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.
BA degree or equivalent.

Responsibilities

Assist in recruiting and managing a Customer Experience team in a fast-paced environment, with a focus on sales targets, team KPIs, and luxury customer service.
Maintain an efficient and 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 and present jewelry 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 covering 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

Training program and opportunities for career growth.
Consistent weekly schedule with two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
Company-sponsored continued education, including leadership, professional skills, diversity and inclusion training, and tuition reimbursement for role-specific training.
Employee jewelry discount.
Sales incentive programs.
Access to mental health resources, self-care apps, seminars, and a 24/7 Employee Assistance Program counseling service.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, with employer HSA contributions.
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.