Bespoke Sales Manager

About Role

Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. Our Bespoke division provides a luxury one on one shopping experience for customized engagement rings and wedding bands. We are seeking a Sales Manager to lead a team of bespoke diamond specialists. The Bespoke Sales Manager will be responsible for elevating the client experience for custom bridal pieces. You will play a pivotal role in managing our sales team, driving growth, growing client relationships and ensuring exceptional customer experiences. The ideal candidate has the ability to multi-task and stay organized in a fast-paced environment.

Responsibilities

Sales

• Identify business opportunities and implement actions to consistently achieve or exceed monthly, quarterly and annual sales plans
• Deepen client relationships by delivering a personalized and elevated experience that builds loyalty
• Manage and motivate the team to consistently achieve or exceed sales targets
• Develop sales tactics with the sales team to increase closing rate
• Ensure the team follows CRM guidelines and maintains consistent and timely communication with clients
• Lead client development strategies to cultivate new clients
• Drive business through key product pillars and KPIs

Service

• Execute in all things with a client-centric approach
• Handle all customer escalations across Bespoke and fine jewelry
• Lead, model and coach based on client feedback and elevate the Ring Concierge experience
• Provide management presence in the showroom or boutique, coaching the team and ensuring the highest standards of client experience are being delivered at all times
• Optimize hospitality to create unique experiences
• Take action on client feedback to improve customer service
• In tandem with the customer care team, handle all client escalations promptly and effectively, ensuring their concerns and issues are addressed in a timely manner

Talent

• Attract, hire, and retain top talent to cultivate a climate of high performance
• Continuously train, coach, and provide qualitative feedback, utilizing reward and recognition as well as performance management process to improve team engagement and performance
• Set and communicate clear and challenging goals, aligned to our Strategic Priorities and Key Results
• Utilize training and development opportunities to effectively support growth and development to drive performance

Operations

• Oversee team inboxes to ensure timely, high-quality client communication
• Hold the team accountable to response-time and follow-up expectations
• Champion operations efficiency and effectiveness. Challenge the standards to seek continuous improvement
• Ensure exceptional operational support to drive sales and service
• Manage efficient back of house and ensure consistency with established operational procedures
• Identify and execute efficiencies and best practices
• Ensure compliance with all internal control procedures
• Act as liaison between sourcing, production team and sales team as well as to other departments within the company

About You

• Excellent communication and interpersonal skills to build rapport with clients and provide exceptional customer service
• Deep knowledge of diamonds, including quality assessment, grading, and industry standards
• Passion for luxury products, fashion trends, and a keen eye for design aesthetics
• Strong analytical skills to interpret sales data and make data-driven decisions
• Ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment

Requirements

• 10-15 years of experience in luxury sales, preferably in the diamond or high-end jewelry industry, with a minimum of 3-5 years of experience in a managerial role
• Strong leadership and team management skills, with the ability to inspire and motivate sales professionals
• Proficiency in CRM software or other sales tools
• Accredited Jewelry Professional or Graduate Gemologist degree from GIA, a plus

Details

• Full-time role, based between our Midtown NYC office and our SoHo boutique
• Showroom Hours: 9:00 am to 6:00 pm and SoHo boutique retail hours as needed
• 401k with employer match program
• Generous employee discounts on our fine jewelry
• Paid time off, including an extra allowance of 3 days annually for religious observances
• The salary for this position is $130,000 commensurate with experience