**Position Overview:**

The Retail Sales Manager for our Edina, MN location will be responsible for the strategic leadership and development of a high-performing Customer Experience team, which includes Concierges, Customer Experience Assistants, and Jewelry Consultants. This team is tasked with executing a customized showroom journey for our fine jewelry clientele, ensuring high-touch service delivery. The Retail Sales Manager will cultivate a culture rooted in collaboration, proactivity, and customer-centric philosophies, while also contributing to the achievement of sales and customer satisfaction benchmarks that directly influence the company’s growth trajectory and the professional development of team members. We seek a driven and committed leader to propel our success.

**Key Responsibilities:**

- Oversee the recruitment and management of the Customer Experience team within a dynamic, sales-driven environment, emphasizing the attainment of sales goals, team Key Performance Indicators (KPIs), and a premier customer experience.

- Ensure efficiency and functionality of both showroom and operational spaces, guaranteeing adherence to exemplary service standards.

- Personalize customer interactions by guiding them through informed purchasing decisions, particularly regarding diamond selections and bespoke jewelry designs.

- Handle customer inquiries via telephone, email, and live chat, ensuring the team maintains high service standards across all communication channels.

 Conduct face-to-face customer consultations within a private showroom framework, facilitating an exclusive and tailored luxury shopping experience.

- Continuously assess and enhance customer engagement processes, implementing innovative initiatives and workflows to elevate service delivery.

- Address escalated customer service issues by collaborating with operations and customer care teams to deliver optimal resolutions.

- Work alongside Workforce Operations Analysts to develop and maintain a comprehensive team schedule that ensures adequate coverage for all operational responsibilities and customer appointments.

- Uphold a luxurious ambiance in the showroom, maintaining strict adherence to visual merchandising standards, including planograms, seasonal setups, decor, and signage management, along with regular reviews of visual merchandising strategies.

- Collaborate with interdepartmental teams including operations, merchandising, retail operations, marketing, HR, and customer care to drive cohesive strategies.

**Specific Qualifications:**

- Proven experience in managing retail or direct-to-consumer sales teams; previous leadership or key holder experience is highly desirable.

- Documented success in recruiting, developing, and sustaining high-performance teams that are accountable for results. - Bachelor’s degree or equivalent experience preferred.

- A genuine commitment to customer service excellence and enhancing customer experiences.

- Exceptional organizational skills with a concentrated focus on execution, problem-solving, and process optimization. - Self-motivated with an efficient work ethic while maintaining a keen eye for detail.

- Superior written and verbal communication skills. - Ability to engage in critical thinking and adapt promptly within a fast-paced environment.

- Strong time management capabilities and personal accountability.

- A collaborative team player, dedicated to achieving collective business objectives.

- Proficient with Customer Relationship Management (CRM) software.

- An entrepreneurial mindset with a proactive approach.

- Commitment to fostering respect and inclusion within the workplace.

- Interest in organizations and products that are socially and environmentally responsible.