Under the direction and in partnership with the Store Manager, Assistant Store Manager and the Sales Team Manager, the Fine Jewelry Counter Manager is responsible for the overall operation and sales performance of the Fine Jewelry department. The Fine Jewelry Counter Manager monitors the Fine Jewelry Sales Associates and is responsible for driving sales results, trunk show execution and performance to sales plan, recruiting, training new associates, offering constructive and actionable feedback to each Fine Jewelry Associates on individual performance during status checks and annual reviews. Additionally, the Fine Jewelry Counter manager is expected to lead his/her team by example on sales, trunk show execution, Elite Service Plan attachment rate, Repair Revenue sales, Item Locator sales, new Belk Rewards cards, clientele development and hold associates accountable in achieving personal sales goals, Elite Service Plan goals, repair revenue goals, new credit goals and developing a Fine Jewelry clientele.
Drive sales and meet/exceed personal sales goals as well as total department sales plan
Drive item Locator and meet/exceed Item Locator personal sales goals
Drive presales and meet/exceed personal presale goals as well as total department presale goals for specified presale events
Partners with the STM, review associates performance on Sales, Elite Service Plans and client development every 8 weeks during the status check review
Use training, role playing and offer actionable feedback to hold associates accountable to sales goals. Partner with Store Management to address variances to goal
Ensure each Fine Jewelry associate and self meets/exceeds total department personal corporate credit solicitation goal and hold associates accountable to this goal
Ensure as a Team; each associate and self meets/exceeds the total department corporate Elite Service Plan attachment rate goal and hold associates account to this goal
Build a successful repair business and meet personal and department repair revenue goals, monthly
Utilize Stuller Mountings, Stuller Findings, Overnight (Belk) Mountings books and custom CAD/CAM resources at the repair center to secure merchandise beyond immediate offering, driving total counter performance to meet/exceed sales goals
Develop clientele for trunk shows and plan for each show a minimum of 8 weeks in advance using the Fine Jewelry Trunk Show Best Practices. Meet/exceed all trunk show appointment and sales goals
Work with Fine Jewelry Sales Associate to develop a loyal Fine Jewelry clientele for sales and special events
Assist customers in the selection of Fine Jewelry merchandise and offer complimentary items with each customer purchase
Handle each customer transaction professionally, efficiently and accurately
Complete minor repairs on Fine Jewelry to include removing watch links and changing watch batteries
Oversee daily operational functions of department including daily counts, shipping and receiving merchandise, merchandising case lines within the department, abiding by company visual standards, assisting customers and accurately ringing sales transactions, completing minor watch and jewelry repairs and accepting customer owned merchandise for repair at the processing center.
Cooperate and collaborate with associates, management and business partners.
Comply with all company policies and procedures, to include the Absenteeism and Tardiness policy.
Maintain a recruiting log for bench candidates for department positions
Maintain Fine Jewelry security standards to include keeping keys on or about person, showing only one piece of merchandise at a time, not leaving merchandise unattended and locking all showcases and safes behind you. Complete diamond testing as required.
Train new associates and ensure that all associates have completed all required Fine Jewelry training videos, modules and passed quizzes with a minimum score of 80 to maintain a trained workforce.
Ensure all associates are properly trained on processing transfers and partners with OTM to ensure all transfers are released to the RPC.
Use Task Manager, the Fine Jewelry Weekly Priorities, along with the weekly and monthly Fine Jewelry scorecards to effectively communicate goals, policies, procedures and performance expectations to the counter team.
Minimum Education & Experience:
High School Diploma
Strong interpersonal communication skills
Three years customer service/retail management experience
Must complete all required Fine Jewelry Training and pass quizzes with a minimum score of 80
Ability to use keyboard, telephone, computer and other business related equipment
Knowledge of diamonds: 4 C's and the ability to discuss diamond product knowledge (features and benefits) during the sales presentation
Physically stand during duration of shift
Be able to bend and stoop as well as lift up to 30 lbs
Hand manipulation to complete watch and fine jewelry repairs
Ability to distinguish between types of gemstones and gold/ sterling silver/ tungsten/ platinum
Must be able to work a flexible schedule including nights and weekends due to the needs of the Fine Jewelry Department