Job Description

Area Manager - Brilliant Earth - West Hollywood, CA

The Area Manager will be responsible for delivering exceptional service to Brilliant Earth customers in their showroom locations.  In collaboration with your Regional Manager and other senior leaders, you will help create and execute business strategies to achieve outstanding performance and provide customer-centric experiences delivered by highly engaged and trained employees. You will provide analysis and insights to ensure your team's overall success and productivity.  The Area Manager fosters an environment of high performance and engagement in their showrooms through leading by example, strategically planning, and providing hands-on development and motivation to your teams. This role leads all aspects of profitability, people and operations within their showrooms, and is instrumental in developing and managing key customer experience initiatives and driving Brilliant Earth's showroom growth.   We are searching for a leader with a true passion for helping people, creating positive customer service experiences, and developing teams in an innovative, high-growth, luxury retail environment.    

Monthly travel of approximately 75% will be required to your reporting showroom locations, as well as flexibility to work weekends and holidays, as business needs require. Your area locations will include:

• West Hollywood: 8797 Beverly Blvd, West Hollywood, CA 90048
• Pasadena: 29 Miller Alley, Pasadena, CA 91103 
• Santa Monica: 395 Santa Monica Pl, Santa Monica, CA 90401 
• San Diego: 4575 La Jolla Village Dr, San Diego, CA 92121 

The targeted salary budget for this position is $85k-100k annually. This compensation budget range may be adjusted at any time at the discretion of the company.

 

Key Responsibilities:  

• Ownership of Area Sales Performance  
• Responsible for the financial health and profitability of stores, driving revenue and exceeding targets.  
• Drive area sales performance by analyzing data, identifying opportunities for improvement, and implementing strategic initiatives.  
• Demonstrate a robust understanding of business processes and KPIs, coaching each team member to achieve performance goals.  
• Support in introducing process and system improvements aimed at improving efficiency of the team and improve the customer experience.   
• Strategically scale sales growth by utilizing technology.   
• Provide consistent oversight with showrooms, ensuring timely responsiveness and follow up from team to ensure best practice is followed.  
• Leadership and Team Development   
• Lead and inspire showroom leaders and teams in a fast-paced, omni-channel retail environment, focused on achieving sales targets and team KPIs.    
• Develop the leadership ability of Customer Experience Managers; collaborate with leaders to motivate and inspire their teams.   
• Participate in the sourcing and selection processes to build teams of diverse, high-performing talent.     
• Be a regular onsite presence in showrooms, driving topline performance, enhancing leadership and company confidence, and inspiring the team to excel.   
• Foster an environment of partnership, positivity, and a bias toward action, inspiring the team to deliver exceptional customer service and sales results.  
• Act as direct manager to showroom teams in assigned region, in the absence of a Customer Experience Manager.    
• Customer Experience Management   
• Oversee adherence to operational and security procedures to ensure an exceptional customer experience in the showroom environment.   
• Ensure showrooms meet merchandising, luxury aesthetic, and facilities standards.   
• Consistently seek ways to improve the customer experience and ensure customer satisfaction.  
• Support team in solving customer escalations, including speaking to customers directly, partnering cross-functionally and offering creative solutions.  
• Partner closely with CEM’s and showroom teams to ensure great customer experiences are delivered and reflected in NPS and review sites.  
• Cross-Functional Collaboration  
• Collaborate with the HR team to recruit, develop and manage the performance of showroom managers and team members, identifying staffing needs and growth plans.    
• Collaborate with the Workforce team to optimize productivity and meet customer demand.   
• Implement efficiency improvement initiatives, policies, and procedures to enhance the customer experience and operational performance. 

Specific qualifications:  

• Management experience in a retail environment, managing physical store locations, luxury brands preferred and ecommerce experience a plus  
• Multi-unit management experience, preferred 
• Demonstrated success in building, leading and developing high-performing teams, with a track record of driving results through effective team management and mentorship.   
• Highly organized with focus on execution, problem solving, and improving processes    
• Excellent analytical and problem-solving skills, with the ability to develop and execute strategic initiatives to drive business growth and operational excellence.  
• Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, startup environment while maintaining a focus on details and achieving goals.   
• Possesses strong problem-solving skills, approaching challenges with a positive and innovative mindset to drive solutions.  
• Exceptional interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization.  
• Understanding, acceptance and active leadership practice of diversity, equity, inclusion and workplace belonging concepts    
• Ability to tactfully navigate team personnel challenges in partnership with Human Resources, building trust amongst teams and fostering a culture of high performance.   
• Interest in socially and environmentally responsible organizations and products    
• BA degree or equivalent, preferred   
• Robust CRM or ERP software experience 
• Ability to travel domestically approximately once per month  

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 for career growth! In addition, we offer competitive compensation and a robust benefits package, including:  

• 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. Learn more about how Brilliant Earth creates a culture of collaboration and growth  Here!
• 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.  
• 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.  

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 our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call! 

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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