Area Manager

Area Manager - Brilliant Earth - West Hollywood, CA

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 of approximately 75% will be required to your reporting showroom locations, as well as flexibility to work weekends and holidays, as business needs require. Your area locations will include:

• West Hollywood: 8797 Beverly Blvd, West Hollywood, CA 90048
• Pasadena: 29 Miller Alley, Pasadena, CA 91103 
• Santa Monica: 395 Santa Monica Pl, Santa Monica, CA 90401 
• San Diego: 4575 La Jolla Village Dr, San Diego, CA 92121 

The targeted salary budget for this position is $85k-100k annually. This compensation budget range may be adjusted at any time at the discretion of the company.
 

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