Retail Assistant Manager

Brilliant Earth • Miami, FL

11d • Onsite

About The Position

The Retail Assistant Manager leads and mentors a team of Concierges, Customer Experience Assistants, and Jewelry Consultants at Brilliant Earth’s Miami showroom. The role helps the team achieve sales and customer experience goals while fostering a positive, collaborative, customer-focused environment. The Assistant Manager supports recruitment, team development, showroom operations, and the delivery of personalized service to fine jewelry customers. This is an in-person role with a full-time Tuesday–Saturday schedule.

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-motivated and efficient, with attention to detail.
• Excellent written and verbal communication skills.
• Ability to think critically and adapt quickly in a flexible environment.
• Exceptional time management and accountability.
• Ability to collaborate as a team player to achieve business goals.
• Robust CRM software experience.
• Entrepreneurial spirit and self-starter mindset.
• 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 with recruiting and managing a Customer Experience team 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.
• Respond to customer inquiries by phone, email, and live chat and ensure the team maintains high standards.
• Conduct in-person customer appointments and present jewelry in the private showroom.
• 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 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 hours and 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 discount.
• Sales incentive programs.
• Mental health resources and Employee Assistance Program counseling.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed