**Position Overview: Retail Assistant Manager**

The Retail Assistant Manager will spearhead the recruitment, development, and supervision of a proficient team comprising Concierges, Customer Experience Assistants, and Jewelry Consultants, all focused on delivering superior service. The Customer Experience team is tasked with executing an optimal showroom journey for our fine jewelry clientele. In this managerial role, you will cultivate a collaborative and positive team culture, emphasize proactive problem solving, and uphold a customer-first ethos. Your leadership will be critical in steering the team toward achieving and exceeding sales and customer satisfaction benchmarks, thereby directly contributing to both company growth and the professional development of team members. The desired candidate should be available to work full-time from Sunday to Thursday.

**Key Responsibilities:**

- Assist in the recruitment and management of a Customer Experience team in a fast-paced retail environment, with a focus on achieving sales objectives, monitoring team KPIs, and delivering an exceptional luxury experience for all clients.

- Maintain operational efficiency within the showroom and back office, ensuring that customer service standards remain exceptionally high.

- Curate and facilitate personalized purchasing experiences for customers, guiding them through key decision-making processes related to diamond selections and custom designs.

- Address customer inquiries via phone, email, and live chat, ensuring that the team adheres to best practices in customer service.

- Conduct in-person consultations in our private showroom, delivering bespoke experiences that align with the luxury positioning of our brand.

- Proactively seek enhancements to the customer journey by designing and implementing process optimization initiatives, policies, and standard operating procedures.

- Manage escalated customer experience issues in collaboration with the operations and customer care teams to ensure optimal resolution and customer satisfaction.

- Partner with Workforce Operations Analysts to design and sustain an efficient team scheduling framework that guarantees appropriate coverage for all operational requirements and appointments.

- Uphold the luxury ambiance of the showroom while adhering to visual merchandising standards, including planogram adherence and updates, seasonal roll-outs, décor and signage maintenance, and ongoing visual merchandising assessments.

- Collaborate cross-functionally with departments such as operations, merchandising, retail operations, marketing, HR, and customer care to align strategies and initiatives.

**Specific Qualifications:**

- Demonstrated experience in managing personnel in a retail or direct-to-consumer context; prior store leadership or keyholder experience is advantageous.

- A proven history of recruiting and developing high-performing teams characterized by accountability.

- Bachelor’s degree or equivalent experience is preferred.

- A genuine commitment to enhancing customer service experiences and assisting clients.

- Highly organized with a keen focus on execution, problem-solving, and process improvement.

- Self-motivated with an efficient work style while maintaining meticulous attention to detail. - Superior written and verbal communication skills.

- Ability to think critically and adapt in a dynamic, flexible environment.

- Exceptional time management and accountability.

- Collaborative team player who drives collective achievements toward business objectives.

- Proficient in CRM software applications.

- Entrepreneurial mindset and a self-starting attitude.

- Commitment to fostering a respectful and inclusive workplace culture.

- Interest in organizations and products that prioritize social and environmental responsibility.