Assistant Store Manager, Jewelry

Brilliant Earth•Santa Monica, CA

1d•Onsite

About The Position

The Customer Experience Assistant Manager at Brilliant Earth's Santa Monica showroom builds, leads, and mentors a team of Concierges, Customer Experience Assistants, and Jewelry Consultants who deliver exceptional service to customers. The role fosters partnership, positivity, action, and a strong commitment to the customer, while helping the team achieve sales and customer experience goals. The manager supports a personalized luxury showroom experience and contributes to the growth of both the company and team members. This is an in-person, full-time role with a regular Sunday–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.
A proven track record of recruiting and developing high-performing, accountable teams.
A passion for helping people and creating positive customer-service experiences.
Strong organization, execution, problem-solving, and process-improvement skills.
A self-starting, 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.
Commitment to respect and inclusion in the workplace.

Nice To Haves

Store leadership or keyholder experience.
Bachelor's degree or equivalent.
Entrepreneurial spirit.
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 and 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 in the private showroom and provide a personalized luxury experience.
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 planograms, seasonal roll-outs, decor, signage, and regular reviews.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care.

Benefits

Training program and career-growth opportunities.
Consistent weekly schedule with two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
Company-sponsored continued education and tuition reimbursement for role-specific training.
Employee jewelry discounts.
Sales incentive programs.
Access to mental health resources and an Employee Assistance Program.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, including an employee health insurance option with a $0 monthly premium and 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.