Regional Manager Jobs

Regional Manager - Brilliant Earth, San Francisco
The Regional Manager will be responsible for delivering exceptional service to Brilliant Earth customers in a set of regionally distributed showroom locations by overseeing dedicated Customer Experience Managers. You will help create and execute business strategies aligned with the leadership team 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 teams' overall success and productivity. Regional Managers are instrumental in developing and managing key customer experience initiatives and driving Brilliant Earth's showroom growth.
Monthly travel will be required to your reporting showroom locations, as well as flexibility to work weekends and holidays as business needs require.
Key Responsibilities:

• Support team in solving customer escalations, including speaking to customers directly and offering creative solutions.
• Lead and inspire showroom leaders and teams in a fast-pace, omni-channel retail environment, focused on achieving sales targets and team KPIs.
• Oversee adherence to operational and security procedures to ensure an exceptional customer experience in the showroom environment.
• Strategically scale sales growth by utilizing technology.
• Develop the leadership ability of Customer Experience Managers; collaborate with leaders to motivate and inspire their teams.
• Provide analysis-based insights to drive improved customer experience and sales performance.
• Ensure showrooms are meeting merchandising, luxury aesthetic, and facilities standards.
• Collaborate with the HR team to recruit, develop and manage performance of showroom managers and team members, identifying staffing needs and growth plans.
• Act as direct manager to showroom teams in assigned region, in the absence of a Customer Experience Manager.
• Introduce process and system improvements aimed to improve efficiency of the team and improve the customer experience.
• Collaborate with the Workforce team to optimize productivity and meet customer demand.

Specific qualifications:

• Motivated self-starter with high efficiency work style
• Attention to detail
• Ability to think critically and adapt quickly in a flexible environment
• Exceptional time management skills and accountability
• A true passion for helping people, creating positive customer service experiences, and developing teams in an environment focused on luxury products/experiences
• Excellent written and verbal communications in a customer facing, luxury setting
• BA degree or equivalent, preferred
• Entrepreneurial spirit / self-starter
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts
• Highly organized with focus on execution, problem solving, and improving processes
• Must demonstrate a proven track record of recruiting and retaining high performing and accountable managers and staff
• Team player with an ability to work collaboratively
• Interest in socially and environmentally responsible organizations and products
• Multi-unit management experience in a retail environment, managing physical store locations, luxury brands preferred and ecommerce experience a plus
• Robust CRM or ERP software experience (NetSuite a plus)
• Ability to travel domestically approximately once per month
• Demonstrated experience managing teams to achieve / exceed goals

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!
• Disability and Life insurance. 100% employer-paid.
• Uncapped Sales Incentive Programs. Uncapped quarterly and annual bonuses, plus additional incentives for top sales reps.
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
• Equity Compensation. You will play an important role in the growth and success of the company. RSU awards allow us all to share in these successes.
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.
• 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.
• Paid Time Off. We know it’s important to recharge and relax - you'll accrue 3 weeks of PTO in your first year.
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.
• Pre-Tax Commuter Benefits.

The targeted budget for this position is 90-120k a year. This compensation budget range may be adjusted at any time at the discretion of the company.
How to Apply & What to Expect:
Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.
You’ll receive an email when we’ve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call!
More About Us
At Brilliant Earth, our mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. As one of the fastest growing e-commerce jewelers in the world, we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.
Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.
If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at [email protected].
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