Store Manager, Jewelry

Brilliant Earth•Seattle, WA

8d•$80,000 - $92,500•Onsite

About The Position

Brilliant Earth is seeking a motivated, results-oriented Customer Experience Manager to lead its Seattle showroom team, achieve and exceed sales goals, and deliver exceptional customer experiences. This in-person role has a full-time Tuesday–Saturday schedule. The targeted compensation budget is $80,000–$92,500 and may be adjusted at the company’s discretion. The manager leads and develops Customer Experience Assistants, Jewelry Consultants, and Concierges; owns showroom and office performance; and drives sales through KPI analysis, coaching, and strategic initiatives. The role also oversees operational efficiency, team scheduling, customer appointments, customer inquiries and escalations, visual merchandising, and retail standards. The manager partners with teams across operations, merchandising, retail operations, marketing, HR, and customer care to support business growth and customer satisfaction.

Requirements

Proven experience managing people in retail or direct-to-consumer sales, focused on achieving and exceeding sales targets.
Strong leadership abilities and the capacity to inspire and develop a high-performing team.
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

BA degree or equivalent.

Responsibilities

Recruit, lead, and mentor Customer Experience Assistants, Jewelry Consultants, and Concierges to achieve quarterly sales targets.
Use knowledge of business processes and KPIs to coach team members toward performance goals.
Analyze sales data, identify opportunities for improvement, 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 that enhance customer experience and operational performance.
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 in conducting in-person customer appointments and presenting jewelry in a luxury retail environment.
Improve the customer experience and collaborate with customer care to resolve escalations and support customer 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 with personalized service.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care to drive business growth and customer satisfaction.
Develop ideas to improve processes and customer engagement.

Benefits

Excellent training program and career growth opportunities.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
Company-sponsored learning and tuition reimbursement for role-specific training.
Employee discount on jewelry.
Sales incentive programs.
Access to mental health resources and an Employee Assistance Program with 24/7 counseling.
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.