General Manager - Fine Jewelry Store

Job Description

Position Summary

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This role is responsible for the complete oversight of store operations, sales performance, client experience, team development, merchandising, inventory control, and community engagement. The ideal candidate is a polished, proactive leader with a passion for fine jewelry and a proven track record of delivering results in a high-end retail environment.

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TOTAL COMPENSATION:  Total Compensation potential includes a combination of annual salary, commission and bonus structure.

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Essential Duties and Responsibilities:

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• Manage all aspects of daily store operations including sales, merchandising, client services, and maintenance – including opening, closing, ensuring everything is locked and put away at night in safes, doors are locked, alarm system is functioning, etc.
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• Ensure the store consistently reflects luxury standards in cleanliness, displays, and overall environment
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• Oversee scheduling, staffing, and workflow to maintain operational efficiency
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• Enforce company policies, security protocols, and compliance procedures
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• Ensure all client communications and service requests (repairs, custom jobs, cleanings) are handled promptly and professionally
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• Lead by example in providing a high-touch, consultative sales experience for every client
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• Drive store sales by setting goals, creating and tracking KPIs, and motivating the sales team to exceed targets with executive leadership
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• Help create SOPs for consistency in store
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• Build lasting relationships with clients, especially bridal and high-net-worth individuals
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• Oversee and participate in the sales process for bridal, watches, and custom jewelry
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• Resolve elevated client issues with professionalism and urgency
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• Recruit, train, and develop top-tier talent aligned with luxury service standard
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• Provide ongoing coaching, hold team accountable, conduct performance evaluations, and growth opportunities for staff
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• Foster a collaborative and positive team culture that prioritizes excellence and professionalism
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• Host regular team meetings and brand trainings to align on goals and improve product knowledge
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• Maintain optimal inventory levels in partnership with the inventory or buying team
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• Ensure accurate receiving, pricing, and display of merchandise
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• Monitor and respond to sales trends to influence product selection and visual merchandising
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• Manage special orders, appraisals, repairs, and diamond memos with precision and follow-up
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• Collaborate with marketing to support promotional events, client outreach, and brand campaigns
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• Act as a brand ambassador within the community and at industry events
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• Support content creation and email follow-up related to client engagement and store events
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• Partner with the marketing team to execute in-store events and promotional campaigns
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• Support the communication strategy for events and initiatives, ensuring alignment with sales team execution
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• Answer/return/follow up phone calls in a timely manner
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• Communicate efficiently and effectively with all parties involved
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• Be flexible and able to work any day of the week as needed and weekends when necessary
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• Willing to learn the industry and help us maintain and grow our marketplace position
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• Attend business meetings and trainings as required
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• Perform other administrative tasks and special projects as assigned
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• Generate and provide sales staff with tailored customer reports to support events, clienteling efforts, and customer follow-up.
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• Run and analyze sales reports based on brand, product categories, purchase history, and other relevant criteria.
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• Generate and distribute sales performance reports with breakdowns by salesperson, product category, and other key metrics.
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Experience (preferred or required):

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• Associate’s degree required; bachelor’s degree in business preferred
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• 5-7+ years of luxury retail management experience required, preferably in fine jewelry or watch sales
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• Strong understanding of bridal jewelry, diamonds, timepieces, and custom design processes preferred
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• Proven track record in sales leadership and team development
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• Exceptional customer service and relationship-building skills required
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• Strong organizational, communication, and problem-solving abilities required
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• Proficiency with POS and inventory systems (The Edge preferred) and email communication required
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• Ability to work a flexible schedule including evenings, weekends, and holidays required
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• Strong working knowledge of MS Office/Google Suite required
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Position Requirements and Skills:

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• Must be ambitious! We’re looking for a real “Go-Getter” who wants to serve and add value
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• Professional in attitude and appearance
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• Possess the ability to connect with a variety of personalities and exhibit patience in dealing with different personalities
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• Lives out core values
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• Exhibit strong leadership skills – leads by example and helps motivate others to do their best
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• Utilize extremely strong phone skills – high energy and passion for helping others
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• Be a team player who thrives working with a tight-knit organization where their activities directly affect the bottom line
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• Ability to perform accurate data entry within specified time frames
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• Analytical with the ability to identify trends and challenges
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• Ability to perform intermediate tasks in the Google Docs and/or MS Office Suite (Word, Excel, Outlook)
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• Outstanding written, grammar, & verbal communication skills with ability to interact with all levels of school
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• Strong technology skills with the ability to learn and navigate new software and systems.
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• Proficiency in Microsoft Word, PowerPoint, Excel, SharePoint, and Outlook.
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• Strong organizational and analytical skills with excellent attention to detail.
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• Ability to organize, interpret, and present customer and sales data in a clear and useful format.
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• Strong attention to detail
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• Must possess excellent organization, problem solving, and planning skills
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• Excellent time management skills and ability to adhere to schedules/deadlines
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• Must be dependable and safety oriented
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• Self-motivated and results driven
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• Ability to work weekends, evenings, events and holidays as needed
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• A role up your sleeves, and all hands-on deck mentality to cross functional tasks and assignments
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• Strong relationship management and the ability to drive multiple tasks to completion successfully
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• Resourceful team player and a positive “can-do” attitude
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• Ability to work in a fast-paced environment
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• Negative pre-employment drug screen and ability to pass criminal background check
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• Good attendance record
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• Travel as required
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Physical Requirements:

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• Bending/Kneeling
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• Lifting/Carrying
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• Twisting/Turning
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• Standing/Walking
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• Use of both hands
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NOTE:  This job description is not intended to be all-inclusive. The employee may perform other related duties as required to meet the ongoing needs of the organization. This job description in no way states that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job related duties as requested by their supervisor or manager in compliance with Federal and State Laws. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Requirements are representative of minimum levels of knowledge, skill and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis

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