Store Manager, Jewelry

Brilliant Earth•Seattle, WA

8d•Onsite

About The Position

Brilliant Earth is seeking a motivated, results-oriented Customer Experience Manager to lead its Seattle showroom team in achieving and exceeding sales goals. The role owns showroom and office outcomes, drives sales performance, and maintains high standards of customer service, operational efficiency, and luxury retail presentation. The manager recruits, coaches, and develops a high-performing team; uses business data and KPIs to guide performance; and collaborates across departments to improve business results and customer satisfaction. This is an in-person, full-time position at the Seattle, Washington showroom, with a Tuesday-through-Saturday schedule and two consecutive days off. The targeted compensation budget is $80,000–$92,500 and may be adjusted at the company’s discretion.

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.
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.

Nice To Haves

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

Responsibilities

Recruit, lead, mentor, and develop Customer Experience Assistants, Jewelry Consultants, and Concierges to meet quarterly sales targets.
Coach team members using business processes and KPIs to support performance goals.
Analyze sales data, identify improvement opportunities, and implement strategic initiatives to drive showroom performance.
Take accountability for showroom and office operations, customer service, and operational efficiency.
Implement policies, procedures, and efficiency improvements that enhance customer experience and operations.
Partner with Workforce Operations Analysts to create and maintain a team schedule that covers duties and appointments.
Foster a positive, collaborative, action-oriented team environment and 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 goods environment.
Improve customer experience and collaborate with the customer care team to resolve escalations and maintain 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 drive business growth and customer satisfaction.
Develop ideas to improve processes and customer engagement.

Benefits

Training program and career growth opportunities, including manager 1:1s, 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 learning and tuition reimbursement for role-specific training.
Employee discount on jewelry.
Sales incentive programs.
Access to mental health resources, self-care apps, seminars, and a 24/7 Employee Assistance Program counseling service.
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.