Director

Summary

Join Brilliant Earth as Director of Retail and drive business performance across our showroom fleet while delivering exceptional customer service.

Requirements

• 10+ years multi-unit management experience in a retail environment
• Demonstrated success in building, leading and developing high-performing teams
• Highly organized with focus on execution, problem solving, and improving processes
• Excellent analytical and problem-solving skills
• Self-starter with a proactive and entrepreneurial spirit
• Exceptional interpersonal and communication skills
• 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
• Interest in socially and environmentally responsible organizations and products
• BA degree or equivalent, preferred
• Robust CRM or ERP software experience, Salesforce a plus

Responsibilities

• Ownership of Retail Sales Performance
• Responsible for the financial health and profitability of stores, driving revenue and exceeding targets
• Drive sales performance by analyzing data, identifying opportunities for improvement, and implementing strategic initiatives
• Demonstrate a robust understanding of business processes and KPIs, coaching Regional Managers, Area Managers and Customer Experience Managers to achieve performance goals
• Introduce 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, Area Managers and Regional 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
• Customer Experience Excellence
• 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, collaborating with the customer care team to resolve escalations and ensure customer satisfaction
• Partner closely with RM’s, AM’s, CEM’s and showroom teams to ensure great customer experiences are delivered and reflected in NPS and review sites
• Support team in solving customer escalations, including speaking to customers directly and offering creative solutions

Benefits

• Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!
• 401k match
• Generous PTO Policy
• 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
• 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