Brilliant Earth
Overview
Brilliant Earth - Retail Store Manager
– Edina, MN The Retail Store Manager for our Edina, MN location will build, lead and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team’s manager, you will foster an environment of partnership and positivity, bias toward action, and commitment to the customer. The Retail Store Manager assists in leading the team to achieve and exceed sales and customer experience goals, 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. The ideal candidate will be able to work a full-time schedule of Tuesday - Saturday and this role is in person at our Edina, MN showroom location. Key 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. Qualifications
Experience managing people in retail or direct-to-consumer sales; store leadership or keyholder experience is 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 process improvement. Motivated self-starter with high efficiency, attention to detail. Excellent written and verbal communication. Ability to think critically and adapt quickly in a flexible environment. Exceptional time management 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. What We Offer
Competitive compensation and a comprehensive benefits package, including Medical, Dental, and Vision, with options and employer contributions. Career growth opportunities and regular performance discussions. Consistent weekly hours with 2 consecutive days off. Diverse, mission-minded team dedicated to transparency and sustainability in jewelry. Lifestyle Spending Account for eligible wellness expenses. Company-sponsored education and training, including tuition reimbursement for role-specific trainings. Employee discounts on Brilliant Earth jewelry. Sales incentive programs to recognize performance. Mental wellness resources and 24/7 Employee Assistance program access. Giving back and volunteer opportunities with local initiatives. Pre-tax commuter benefits and 401k with match. Paid Time Off (3 weeks in the first year) and paid parental leave. Employer-paid disability and life insurance. 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 includes a phone screening, an online exercise, and a video interview with Customer Experience leaders. #IND222 Equal Opportunity
Brilliant Earth is committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and to maintaining a work environment free of harassment or discrimination. If you need assistance or reasonable accommodation completing an application or during the interview process, please reach out to accommodations@brilliantearth.com.
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Brilliant Earth - Retail Store Manager
– Edina, MN The Retail Store Manager for our Edina, MN location will build, lead and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team’s manager, you will foster an environment of partnership and positivity, bias toward action, and commitment to the customer. The Retail Store Manager assists in leading the team to achieve and exceed sales and customer experience goals, 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. The ideal candidate will be able to work a full-time schedule of Tuesday - Saturday and this role is in person at our Edina, MN showroom location. Key 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. Qualifications
Experience managing people in retail or direct-to-consumer sales; store leadership or keyholder experience is 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 process improvement. Motivated self-starter with high efficiency, attention to detail. Excellent written and verbal communication. Ability to think critically and adapt quickly in a flexible environment. Exceptional time management 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. What We Offer
Competitive compensation and a comprehensive benefits package, including Medical, Dental, and Vision, with options and employer contributions. Career growth opportunities and regular performance discussions. Consistent weekly hours with 2 consecutive days off. Diverse, mission-minded team dedicated to transparency and sustainability in jewelry. Lifestyle Spending Account for eligible wellness expenses. Company-sponsored education and training, including tuition reimbursement for role-specific trainings. Employee discounts on Brilliant Earth jewelry. Sales incentive programs to recognize performance. Mental wellness resources and 24/7 Employee Assistance program access. Giving back and volunteer opportunities with local initiatives. Pre-tax commuter benefits and 401k with match. Paid Time Off (3 weeks in the first year) and paid parental leave. Employer-paid disability and life insurance. 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 includes a phone screening, an online exercise, and a video interview with Customer Experience leaders. #IND222 Equal Opportunity
Brilliant Earth is committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and to maintaining a work environment free of harassment or discrimination. If you need assistance or reasonable accommodation completing an application or during the interview process, please reach out to accommodations@brilliantearth.com.
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