Director, Retail

Director of Retail - Brilliant Earth

Position Overview: 

The Director of Retail will be responsible for delivering exceptional service to Brilliant Earth customers and driving business performance across our showroom fleet. In collaboration with the VP, Retail and Chief Operations Officer, you will create and execute business strategies to achieve outstanding performance and provide customer-centric experiences. You will provide data analysis and insights to ensure overall success and productivity of the business. Through leading by example, strategically planning, and effectively developing talent, the Director of Retail will foster an environment of high performance and engagement in showrooms, . This role leads all aspects of profitability, people and operations within showrooms, and is instrumental in 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. 

Travel will be required on a monthly basis to any of our domestic showroom locations. This role requires regular onsite presence in one of our showroom locations.
 

Key Responsibilities: 

Ownership of Retail Sales Performance 

• Responsible for the financial health and profitability of stores, driving revenue and exceeding targets. 
• Drive sales performance by analyzing data, identifying opportunities for improvement, and implementing strategic initiatives. 
• Demonstrate a robust understanding of business processes and KPIs, coaching Regional Managers, Area Managers and Customer Experience Managers to achieve performance goals. 
• Introduce 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, Area Managers and Regional 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. 

Customer Experience Excellence 

• 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, collaborating with the customer care team to resolve escalations and ensure customer satisfaction. 
• Partner closely with RM’s, AM’s, CEM’s and showroom teams to ensure great customer experiences are delivered and reflected in NPS and review sites. 
• Support team in solving customer escalations, including speaking to customers directly and offering creative solutions. 

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.
• Partner with Brand, Merch, Ops and other internal divisions to achieve target and goals. 
• Implement efficiency improvement initiatives, policies, and procedures to enhance the customer experience and operational performance. 

Specific qualifications: 

• 10+ years multi-unit management experience in a retail environment, managing physical store locations, luxury brands preferred and ecommerce experience a plus
• Demonstrated success in building, leading and developing high-performing teams, with a track record of driving results through effective team management and mentorship. 
• Highly organized with focus on execution, problem solving, and improving processes
• Excellent analytical and problem-solving skills, with the ability to develop and execute strategic initiatives to drive business growth and operational excellence. 
• Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, startup environment while maintaining a focus on details and achieving goals.
• Possesses strong problem-solving skills, approaching challenges with a positive and innovative mindset to drive solutions. 
• Exceptional interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization, as well as communicate to customers in a luxury environment. 
• A true passion for helping people, creating positive customer
• Understanding, acceptance and active leadership practice of diversity, equity, inclusion and workplace belonging concepts
• Ability to tactfully navigate team personnel challenges in partnership with Human Resources, building trust amongst teams and fostering a culture of high performance.
• Interest in socially and environmentally responsible organizations and products
• BA degree or equivalent, preferred
• Robust CRM or ERP software experience, Salesforce a plus 
• Ability to travel domestically, at least 50% of the time 

What We Offer:
At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:

• 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.
• Generous PTO Policy. We know it’s important to recharge and relax.
• 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. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.
• 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

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