Assistant Store Manager, Jewelry

Brilliant Earth•Pasadena, CA

2d•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 Pasadena showroom. The role is responsible for helping the team deliver efficient, personalized, luxury service to jewelry customers, while fostering a positive, collaborative, customer-focused environment. The Assistant Manager helps the team achieve and exceed sales and customer experience goals, supporting company growth and team member development. This is an in-person position at the Pasadena showroom. The ideal candidate can work a full-time Sunday-through-Thursday schedule.

Requirements

Experience managing people in retail or direct-to-consumer sales.
Demonstrated 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.
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.
Strong time-management skills 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.

Nice To Haves

Store leadership or keyholder experience.
Bachelor of Arts degree or equivalent.
Interest in socially and environmentally responsible organizations and products.

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 and ensure the team meets high customer service standards.
Guide customers through purchasing decisions, including diamond options and custom designs, to create personalized experiences.
Respond to customer inquiries by phone, email, and live chat, and ensure the team maintains high standards.
Conduct in-person customer appointments in the private showroom and provide a personalized luxury experience.
Identify opportunities to improve customer experience by designing and implementing efficiency initiatives, policies, and procedures.
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

Training program and opportunities for career growth, including regular manager one-on-ones, training, and annual 360 reviews.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses, including 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 discount on jewelry.
Sales incentive programs.
Medical, dental, and vision plans, including a $0 monthly premium employee health insurance option and employer HSA contributions.
Giving-back programs and volunteer opportunities.
401(k) match.
Three weeks of accrued PTO in the first year.
Paid parental leave.
100% employer-paid disability and life insurance.
Pre-tax commuter benefits.