Retail Assistant Manager

Washington, DC, United States

Retail Assistant Manager - Washington, D.C.

Position Overview:

The Retail Assistant Manager for our Washington D.C. location will build, lead and mentor a team of dedicatedConcierges,Customer Experience Assistants,andJewelry Consultantsresponsible for delivering exceptional service to Brilliant Earth customers.The Customer Experienceteam membersefficiently and effectively execute a personalized showroom experiencewith our fine jewelry customers. As the team’s manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Customer Experience Assistant Manager assists in leading the team to achieve and exceedsales and customer experiencegoals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success.

This role is in person at our showroom in Washington D.C. - Georgetown , which is open from 10:00am - 7:00pm. The ideal candidate will be able to work a schedule that includes weekends.

Key Responsibilities:

Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused onachievingsales targets,team KPIs, and providing a luxury experience to all customers.

Maintain a luxury environment in the showroom and uphold visual merchandisingand retail operationsstandards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regularcross-functional reviews / checkpoints.

Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care.

Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service.

Create memorable and personalized experiences for Brilliant Earth customers by guiding customers through purchasing decisions, such as diamond options and custom designs.

Respond to customer inquiries over phone, email and live chat, and ensure that high standards are upheld by the team.

Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.

Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.

Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers.

Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.

Must have experience managing people in retail or direct to consumer sales, store leadership or keyholder experience a plus

Must demonstrate a proven track record of recruiting and growing high performing and accountable teams

BA degree or equivalent, preferred

A true 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 communications

Ability to think critically and adapt quickly in a flexible environment

Exceptional time management skills and accountability

Team player with an ability to work collaboratively to achieve business goals

Robust CRM software experience

Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts

Interest in socially and environmentally responsible organizations and products

What We Offer

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities forcareergrowth! In addition, we offer competitive compensation anda robustbenefits package, including:

Insurance. Medical, dental, and vision insurance kick in on the first day of your 2ndmonth!

401k match. We know that savingfor thefuture is important. That's why we offer a generous 401k match.

Paid Time Off. We know it is important to recharge and relax- you’ll accrue 3 weeks of PTO in your first year.

Sales Incentive Programs. Quarterly bonuses for achieving sales targets.

Disability and Life insurance. 100% employer-paid.

Continued Education. Company-sponsoredlearningin leadership,professional skills,diversity & inclusion,andaccess totuition reimbursement forrole-specific trainings.

Employee Discounts. As an employee at Brilliant Earth, you’ll receive agenerousdiscount on our jewelry.

Wellness Benefits .We offer access to exclusive discounts on gym memberships and more, as well as anEmployeeAssistanceProgramfor 24/7 access to counseling.

Giving Back and VolunteerOpportunities .In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.

How to Apply & What to Expect

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

You’ll receive an email when we’ve received your application, and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team,an online exercise to explore ourwebsite and common customer inquiries, anda video interview with Customer Experience leaders!

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More About Us

At Brilliant Earth , our mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. As one of the fastest growing e-commerce jewelers in the world, we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at [email protected].

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