Assistant Store Manager, Luxury

Our client is an amazing fine jewelry company with a strong focus on sustainability, ethical sourcing and charitable giving. They are growing quickly and have an opportunity for an Assistant Manager in their beautiful new location in Santa Clara, CA at the Westfield Valley Fair Mall

Base salary range of $65,000 to $70,000 plus target bonus of $5,000

Work schedule: Sunday through Thursday 10AM to 7PM.

The Assistant Manager for the Santa Clara location will build, lead and mentor a team of dedicated Concierges, Customer Experience Assistants, and Sales Consultants responsible for delivering exceptional service to all customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team’s manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Assistant Manager assists in leading the team to achieve and exceed sales and customer experience goals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success.

Key Responsibilities:

• Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and providing a luxury experience to all customers.
• Maintain a luxury environment in the showroom and uphold visual merchandising and retail operations standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regular cross-functional reviews / checkpoints.
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care.
• Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service.
• Create memorable and personalized experiences for customers by guiding customers through purchasing decisions, such as diamond options and custom designs.
• Respond to customer inquiries over phone, email and live chat, and ensure that high standards are upheld by the team.
• Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment.
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
• Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers.
• Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments.

Specific qualifications:

• Must have experience managing people in retail or direct to consumer sales, store leadership or keyholder experience a plus
• Must demonstrate a proven track record of recruiting and growing high performing and accountable teams
• BA degree or equivalent, preferred
• A true passion for helping people and creating positive customer service experiences
• Highly organized with focus on execution, problem solving, and improving processes
• Motivated self-starter with high efficiency work style, while maintaining attention to detail
• Excellent written and verbal communications
• Ability to think critically and adapt quickly in a flexible environment
• Exceptional time management skills and accountability
• Team player with an ability to work collaboratively to achieve business goals
• CRM software experience
• Entrepreneurial spirit / self-starter
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts
• Interest in socially and environmentally responsible organizations and products

What We Offer

• Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.
• Paid Time Off. We know it is important to recharge and relax- you’ll accrue 3 weeks of PTO in your first year.
• Sales Incentive Programs. Quarterly bonuses for achieving sales targets.
• 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.
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.