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Retail Assistant Manager

2 months ago

Fairfax, Virginia, United States Brilliant Earth Full time
Job Description

Brilliant Earth is seeking a highly motivated and experienced Retail Assistant Manager to join our team in Fairfax, VA. As a key member of our Customer Experience team, you will be responsible for building, leading, and mentoring a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants to deliver exceptional service to our customers.

Key Responsibilities:

  • Recruit, manage, and develop a high-performing Customer Experience team to achieve sales targets, team KPIs, and provide a luxury experience to all customers.
  • Collaborate with the Retail Operations team to maintain a luxury environment in the showroom.
  • Ensure the showroom and office are efficient and functional, meeting high standards of customer service.
  • Create personalized experiences for customers by guiding them through purchasing decisions, such as diamond options and custom designs.
  • Respond to customer inquiries over phone, email, and live chat, upholding high standards.
  • Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience.
  • Develop and implement efficiency improvement initiatives, policies, and procedures to enhance the customer experience.
  • Problem-solve customer experience escalations, partnering with operations and customer care to ensure the best possible experience.
  • Work with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.
  • Collaborate across departments on special projects in operations, merchandising, marketing, HR, and customer care.

Requirements:

  • Experience managing people in retail or direct-to-consumer sales, store leadership, or keyholder experience a plus.
  • Proven track record of recruiting and growing high-performing and accountable teams.
  • BA degree or equivalent preferred.
  • Passion for helping people and creating positive customer service experiences.
  • Highly organized with focus on execution, problem-solving, and improving processes.
  • Motivated self-starter with high efficiency work style, while maintaining attention to detail.
  • Excellent written and verbal communication.
  • Ability to think critically and adapt quickly in a flexible environment.
  • Exceptional time management skills and accountability.
  • Team player with the ability to work collaboratively to achieve business goals.
  • Robust CRM software experience.
  • Entrepreneurial spirit/self-starter.
  • Understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts.
  • Interest in socially and environmentally responsible organizations and products.

What We Offer:

  • Excellent training program and opportunities for career growth.
  • Competitive compensation and a robust benefits package, including insurance, 401k match, paid time off, sales incentive programs, disability and life insurance, pre-tax commuter benefits, continued education, employee discounts, wellness benefits, and giving back and volunteer opportunities.

How to Apply:

Send us a resume and cover letter explaining why you are interested in joining our mission and team. Please include a sentence about your favorite shape of diamond.

We will review your application and contact you within a week. The interview process includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and a video interview with Customer Experience leaders.