Vice President, Retail

Summary

Join Brilliant Earth's growing team as VP, Retail and lead a team of approximately 400 in driving exceptional sales service and a personalized customer experience across retail showrooms and e-commerce channels. You will create and execute a vision aligned with business goals, providing analysis and insights to ensure team success and productivity. Responsibilities include guiding sales leaders, overseeing workforce analytics, driving sales training, introducing process improvements, fostering a culture of high performance, translating business goals into strategic sales strategies, collaborating with cross-functional teams, providing data-driven insights, developing leadership abilities, strategically scaling sales growth through technology, staying abreast of industry trends, and leading a large team. The ideal candidate possesses extensive experience in sales leadership, managing retail and e-commerce channels for luxury brands, and a proven track record of building high-performing teams. A passion for luxury products and a highly analytical approach are essential.

Requirements

• 10+ years’ experience in a sales leadership role, managing retail and eCommerce channels, luxury brands preferred
• Experience scaling brick & mortar operations for service oriented or digitally native brands
• Demonstrated experience managing teams to achieve / exceed goals
• A true passion for developing and building high-performing sales teams in an environment focused on luxury products/experiences
• Proven track record of recruiting and retaining high performing and accountable managers and staff
• Highly organized with focus on execution, problem solving, and improving processes
• Highly analytical with an ability to translate data into actionable insights, strategies and goals
• Robust CRM or ERP software experience (NetSuite, Salesforce a plus)
• Ability to travel domestically approximately once per quarter

Responsibilities

• Guide showroom and ecommerce channel sales leaders to build their teams, achieve sales targets, provide an excellent customer experience, and meet team KPIs in a fast-paced, omni-channel retail environment
• Oversee Workforce Analytics, and drive the optimization of productivity while meeting customer demand
• Drive a successful sales training program, aimed to provide an excellent onboarding experience using engaging content, while preparing the team to deliver an exceptional customer experience
• Introduce process and system improvements aimed to improve efficiency of the team and improve the customer experience. These best-in-class processes and strategies should be aimed to maximize effective pipeline management, excellent customer communication, and clienteling. Partner cross functionally with Marketing, Retail Operations, and Talent Acquisition teams to ensure smooth and successful showroom opening operations
• Foster a culture of high sales performance, luxury customer experience, and continuous improvement with the goal of expanding and elevating the showroom experience
• Translate forecasts and business goals into strategic sales strategies and goals at the department, showroom and individual level
• Collaborate with business leaders across the organization on cross-functional initiatives, e.g. HR, Operations, Customer Care, Marketing and Finance
• Provide analysis-based insights to drive improved customer experience and sales performance, including showroom and e-commerce channel performance, sales per labor hour metrics, NPS, and other KPIs
• Develop the leadership ability of Customer Experience Managers and Regional Managers; collaborate with leaders to motivate and inspire their teams
• Strategically scale sales growth by utilizing technology. Continue to advance our use of tools, such as Salesforce, Verint, and others to drive efficiency and customer experience
• Stay abreast of retail and eCommerce industry trends, bringing best-in-class and trend-forward strategies to improve the customer experience and drive the goal of establishing Brilliant Earth as the premier global jewelry brand
• Lead a team of approximately 400 direct and indirect reports, and inspire excellence in performance and service

Preferred Qualifications

BA degree or equivalent