Store Manager, Jewelry

Brilliant Earth•San Francisco, CA

2d•$85,000 - $100,000•Onsite

About The Position

Brilliant Earth is seeking a motivated, results-oriented Customer Experience Manager to lead its San Francisco jewelry showroom team, achieve and exceed sales goals, and deliver exceptional customer experiences. This in-person role has a full-time Tuesday-through-Saturday schedule with two consecutive days off. The targeted compensation budget is $85,000–$100,000, subject to change at the company’s discretion. The manager leads and develops showroom employees, drives sales performance through KPI analysis and strategic initiatives, and takes accountability for showroom and office operations. The role includes conducting customer appointments in a luxury goods environment, maintaining showroom service and merchandising standards, responding to customer inquiries across phone, email, and live chat, and partnering with teams across the company to improve business results and customer satisfaction. Brilliant Earth describes its mission as cultivating a more transparent, sustainable, compassionate, and inclusive jewelry industry. The company offers training and career-growth opportunities, a set schedule, wellness and education support, employee discounts, sales incentives, mental wellness resources, volunteer opportunities, insurance and retirement benefits, paid time off, parental leave, and commuter benefits.

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 and 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.
Interest in socially and environmentally responsible organizations and products.

Nice To Haves

Bachelor of Arts degree or equivalent.

Responsibilities

Recruit, lead, and mentor Customer Experience Assistants, Jewelry Consultants, and Concierges to meet quarterly sales targets.
Coach team members on business processes and KPIs to help them achieve performance goals.
Analyze sales data, identify opportunities for improvement, and implement initiatives to drive showroom sales performance.
Take accountability for showroom and office operations, maintaining high standards of customer service and operational efficiency.
Implement efficiency improvements, policies, and procedures to enhance customer experience and operational performance.
Partner with Workforce Operations Analysts to create and maintain team schedules that cover duties and appointments.
Foster a positive, collaborative, action-oriented team environment and model exceptional customer service.
Provide ongoing training, coaching, and performance feedback to develop team capabilities.
Participate in sourcing and selecting high-performing team members.
Conduct in-person customer appointments and present jewelry in a luxury goods environment.
Improve the customer experience and collaborate with customer care to resolve escalations and ensure customer satisfaction.
Maintain the showroom’s luxury environment and visual merchandising and retail operations standards, including planogram updates and seasonal rollouts.
Respond to customer inquiries by phone, email, and live chat with personalized service.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care to support business growth and customer satisfaction.
Develop ideas to enhance processes and customer engagement.

Benefits

Career growth opportunities, regular one-on-ones with a manager, training, and an annual 360 review process.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses, including gym memberships, massage, and counseling.
Company-sponsored learning 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, including self-care apps and seminars, and 24/7 counseling through the Employee Assistance Program.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, with employer HSA contributions.
401(k) match.
Three weeks of accrued paid time off in the first year.
Paid parental leave.
Disability and life insurance, 100% employer-paid.
Pre-tax commuter benefits.
Excellent training program.