Job description
Vice President, Retail – Brilliant Earth
Beth Gerstein and Eric Grossberg founded Brilliant Earth in 2005 with the goal of transforming and modernizing the fine jewelry industry through transparency, sustainability, compassion, and inclusivity. Brilliant Earth is successfully executing this strategy, as the largest independent jewelry company in the US and the leading digital-first brand for millennial and Gen-Z consumers.
Brilliant Earth creates exclusive, award-winning fine jewelry that is different in every way – how it’s made, how it’s sold, how it’s sourced and crafted, and how it gives back. The company is nimble and tech-enabled, utilizing industry-leading features to optimize highly personalized, seamless omnichannel experiences and an asset-light, agile model. As one of the first jewelers to offer blockchain-enabled diamonds at scale, Brilliant Earth provides unparalleled traceability of a diamond’s origin and ownership.
The company raised $100 million in its initial public offering on the Nasdaq stock exchange under the ticker symbol of BRLT on September 23, 2021. Brilliant Earth is quickly expanding their retail footprint, currently operating 40 stores across the US, and services customers in over 150 countries worldwide. Through their growth, Brilliant Earth’s mission-driven ethos remains at the core of everything they do.
Role & Responsibilities
The Brilliant Earth Customer Experience, Sales team is committed to delivering exceptional sales service and a personalized, joyful, seamless omnichannel experience to Brilliant Earth customers in retail showroom locations and via eCommerce channels. You will create and execute the vision in alignment with business goals to achieve outstanding performance and provide customer centric experiences delivered by highly engaged and knowledgeable employees. You will provide analysis and insights to ensure overall success and productivity of your teams. The VP, Retail will be instrumental in the development and management of key customer experience initiatives and driving Brilliant Earth’s showroom and omnichannel sales performance and growth.
Specific responsibilities include, but are not limited to, the following:
Guide showroom and ecommerce channel sales leaders to build their teams, achieve sales targets, provide an excellent customer experience, and meet team KPIs in a fast-paced, omni-channel retail environment.
Oversee Workforce Analytics, and drive the optimization of productivity while meeting customer demand.
Drive a successful sales training program, aimed to provide an excellent onboarding experience using engaging content, while preparing the team to deliver an exceptional customer experience.
Introduce process and system improvements aimed to improve efficiency of the team and improve the customer experience. These best-in-class processes and strategies should be aimed to maximize effective pipeline management, excellent customer communication, and clienteling. Partner cross functionally with Marketing, Retail Operations, and Talent Acquisition teams to ensure smooth and successful showroom opening operations.
Foster a culture of high sales performance, luxury customer experience, and continuous improvement with the goal of expanding and elevating the showroom experience.
Translate forecasts and business goals into strategic sales strategies and goals at the department, showroom and individual level.
Collaborate with business leaders across the organization on cross-functional initiatives, e.g. HR, Operations, Customer Care, Marketing and Finance.
Provide analysis-based insights to drive improved customer experience and sales performance, including showroom and e-commerce channel performance, sales per labor hour metrics, NPS, and other KPIs
Develop the leadership ability of Customer Experience Managers and Regional Managers; collaborate with leaders to motivate and inspire their teams.
Strategically scale sales growth by utilizing technology. Continue to advance our use of tools, such as Salesforce, Verint, and others to drive efficiency and customer experience.
Stay abreast of retail and eCommerce industry trends, bringing best-in-class and trend-forward strategies to improve the customer experience and drive the goal of establishing Brilliant Earth as the premier global jewelry brand
Lead a team of approximately 400 direct and indirect reports, and inspire excellence in performance and service.
Qualifications
10+ years’ experience in a sales leadership role, managing retail and eCommerce channels, luxury brands preferred
Experience scaling brick & mortar operations for service oriented or digitally native brands
Demonstrated experience managing teams to achieve / exceed goals
A true passion for developing and building high-performing sales teams in an environment focused on luxury products/experiences.
Proven track record of recruiting and retaining high performing and accountable managers and staff.
Highly organized with focus on execution, problem solving, and improving processes
Highly analytical with an ability to translate data into actionable insights, strategies and goals.
Robust CRM or ERP software experience (NetSuite, Salesforce a plus)
Ability to travel domestically approximately once per quarter
BA degree or equivalent, preferred
Characteristics:
Motivated self-starter with high efficiency work style
Excellent written and verbal communications in a customer facing, luxury setting
Attention to detail
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
Commitment to respect and inclusion in the workplace.
Entrepreneurial spirit / self-starter
Interest in socially and environmentally responsible organizations and products
Recent Press
- Brilliant Earth Unveils Fourth Annual Mission Report, Marking the Company’s Landmark 20th Anniversary
- 2024 Mission Report
- Brilliant Earth Reports Fourth Quarter and Fiscal Year 2024 Results
- Carbon Capture Diamonds & Recycled Gold: Jane Goodall Partners with Jeweler Brilliant Earth
- Brilliant Earth Announces International Shopping Expansion, Partners with Leading E-Commerce Platform Global-E
- Brilliant Earth Achieves SBTi Validation of Net-Zero Emissions Target
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].
