Store Manager, Jewelry

Brilliant Earth•Brookline, MA

13d•$70,000 - $92,000•Onsite

About The Position

Brilliant Earth is seeking a motivated Customer Experience Manager to lead its Chestnut Hill showroom team, achieve and exceed sales goals, and take ownership of store outcomes. The role combines business leadership, sales performance, team development, showroom and office operations, and a strong focus on delivering exceptional customer experiences in a luxury jewelry environment. The manager recruits, leads, mentors, and develops Customer Experience Assistants, Jewelry Consultants, and Concierges. They analyze business data and KPIs, coach team members toward performance goals, and implement initiatives to improve sales, efficiency, and customer engagement. The role also includes building team schedules with Workforce Operations Analysts, participating in hiring, conducting customer appointments, maintaining showroom merchandising standards, and resolving customer escalations in collaboration with customer care. This is an in-person position at the Chestnut Hill, Massachusetts showroom, with a full-time Tuesday–Saturday schedule. The targeted compensation budget is $70,000–$92,000 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 capacity to inspire and develop a high-performing team.
Strong business acumen and ability to analyze data and make strategic decisions.
Exceptional written and verbal communication skills.
Robust experience with CRM software.
Entrepreneurial spirit and 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, and mentor Customer Experience Assistants, Jewelry Consultants, and Concierges to meet quarterly sales targets.
Use business processes and KPIs to coach team members toward performance goals.
Analyze showroom sales data, identify improvement opportunities, and implement strategic initiatives.
Take accountability for showroom and office operations, maintaining high customer-service and operational-efficiency standards.
Implement initiatives, policies, and procedures to improve efficiency, 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 by conducting in-person customer appointments and presenting jewelry in a luxury goods environment.
Identify ways to improve the customer experience and work 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 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

Training program and career-growth opportunities.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account with reimbursements for eligible wellness expenses.
Company-sponsored learning and access to tuition reimbursement for role-specific training.
Employee discount on jewelry.
Sales incentive programs.
Mental health resources and an Employee Assistance Program with 24/7 counseling access.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, plus 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.