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Brilliant Earth · 1 day ago

Retail Assistant Manager

Fairfax, VA

Full-time

Onsite

Mid Level

Brilliant Earth is a company dedicated to creating a transparent, sustainable, and inclusive jewelry industry. They are seeking a Retail Assistant Manager for their Fairfax showroom to lead a team focused on delivering exceptional customer experiences and achieving sales goals. The role involves managing the customer experience team, maintaining showroom standards, and fostering a positive team environment.

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Responsibilities

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

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

Maintain a luxury environment in the showroom and uphold visual merchandising standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regular visual merchandising reviews

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

Qualification

Retail management experienceCustomer service excellenceTeam leadershipCRM software experienceProblem-solving skillsEntrepreneurial spiritCommunicationTime managementOrganizational skillsCollaborative team player

Required

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 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

Commitment to respect and inclusion in the workplace

Interest in socially and environmentally responsible organizations and products

Benefits

Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth. Ask the hiring team for more information on how Brilliant Earth creates a culture of collaboration and growth during your interview conversations!

Set Schedule. We offer consistent weekly hours, and 2 consecutive days off.

Diverse, mission-minded team. We were founded to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. Learn more about our impact and team diversity Here!

Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more!

Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.

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

Sales Incentive Programs. Incentive programs to recognize and reward performance.

Mental Wellness Perks. We offer access to mental health resources, such as self-care apps and seminars. Our Employee Assistance program offers 24/7 access to counseling!

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

Medical, Dental, and Vision. We offer multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2nd month!

401k match. We know that saving for the future is important. That's why we offer a generous 401k match.

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

Parental Leave. We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions.

Disability and Life Insurance. 100% employer-paid.

Pre-Tax Commuter Benefits.