Area Manager

Area Manager - Brilliant Earth - Portland, OR

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 will be required to your reporting showroom locations, as well as flexibility to work weekends and holidays, as business needs require.
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:

• Insurance. Medical, dental, and vision insurance kick 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.
• Sales Incentive Programs. Quarterly and annual bonuses for achieving sales targets.
• Disability and Life insurance. 100% employer-paid.
• Pre-Tax Commuter Benefits.
• 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.
• Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 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.

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! 
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