Retail Assistant Manager

Brilliant Earth•Miami, FL

10d•$60,000 - $62,000•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 deliver personalized luxury service, meet sales and customer experience goals, and contribute to the company’s growth. The manager fosters partnership, positivity, action, and a strong commitment to customers. This is an in-person, full-time position with a Tuesday–Saturday schedule. The targeted compensation budget is $60,000–$62,000 and may be adjusted at the company’s discretion. The Assistant Manager helps recruit and manage the team, oversees showroom operations and customer service, conducts customer appointments, and works with partner departments to improve the customer experience and maintain showroom standards.

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.
Exceptional time-management skills 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

BA degree or equivalent preferred.
Store leadership or keyholder experience is a plus.

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, 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 maintains high service 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 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

Career growth opportunities, regular manager one-on-ones, training, and annual 360 reviews.
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 discount on jewelry.
Sales incentive programs.
Mental health resources, self-care apps, seminars, and an Employee Assistance program with 24/7 counseling access.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, with employer HSA contributions.
401(k) match.
Three weeks of PTO accrued in the first year.
Paid parental leave.
Employer-paid disability and life insurance.
Pre-tax commuter benefits.