Store Manager, Jewelry

Brilliant Earth•San Francisco, CA

3d•$85,000 - $100,000•Onsite

About The Position

Brilliant Earth is seeking a motivated, results-oriented Customer Experience Manager to lead its San Francisco showroom team, achieve and exceed sales goals, and take ownership of store outcomes. The manager leads Customer Experience Assistants, Jewelry Consultants, and Concierges; coaches the team on performance; and drives sales through business analysis and strategic initiatives. The position is full-time, in person at the San Francisco showroom, with a consistent Tuesday–Saturday schedule and two consecutive days off. The targeted compensation budget is $85,000–$100,000 and may be adjusted at the company’s discretion. The role is accountable for showroom and office operations, customer service, operational efficiency, team scheduling, training and development, and maintaining a luxury retail environment. The manager conducts in-person customer appointments and collaborates with customer care and cross-functional departments to improve customer satisfaction, engagement, and business performance. Brilliant Earth describes its mission as cultivating a more transparent, sustainable, compassionate, and inclusive jewelry industry. The company offers training and career-growth opportunities, along with the benefits listed below.

Requirements

Proven experience managing people in retail or direct-to-consumer sales, with a focus on achieving and exceeding sales targets.
Strong leadership abilities and the capacity to inspire and develop a high-performing team.
Strong business acumen, including the ability to analyze data and make strategic decisions.
Excellent written and verbal communication skills.
Robust experience with CRM software.
Entrepreneurial spirit and a self-starter mindset.
Commitment to respect and inclusion in the workplace.
Ability to work a full-time Tuesday–Saturday schedule in person at the San Francisco showroom.

Nice To Haves

BA degree or equivalent.
Interest in socially and environmentally responsible organizations and products.

Responsibilities

Recruit, lead, and mentor Customer Experience Assistants, Jewelry Consultants, and Concierges to meet quarterly sales targets.
Use knowledge of business processes and KPIs to coach team members toward performance goals.
Analyze data, identify sales opportunities, and implement initiatives to improve showroom performance.
Take accountability for showroom and office operations, customer service standards, and operational efficiency.
Implement policies, procedures, and efficiency improvements to enhance customer experience and operations.
Partner with Workforce Operations Analysts to create and maintain team schedules that provide coverage for duties and appointments.
Foster a positive, collaborative, action-oriented team environment.
Provide ongoing training, coaching, and performance feedback.
Participate in sourcing and selecting high-performing team members.
Lead by example by conducting in-person customer appointments and presenting jewelry in a luxury goods environment.
Identify ways to improve customer experience and collaborate with customer care to resolve escalations and ensure satisfaction.
Maintain the showroom’s luxury environment and visual merchandising and retail operations standards, including planogram updates and seasonal roll-outs.
Respond to customer inquiries by phone, email, and live chat.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care to support growth and customer satisfaction.
Develop ideas to enhance processes and customer engagement.

Benefits

Training program and opportunities for career growth, including regular one-on-ones, training opportunities, and an annual 360 review process.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
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.
Access to 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 accrued PTO in the first year.
Paid parental leave.
100% employer-paid disability and life insurance.
Pre-tax commuter benefits.