Director of Retail Sales & Customer Experience

About Us

STONE AND STRAND is a fine jewelry brand established in 2012 that creates contemporary jewelry for the modern woman. Our mission is to help our customers celebrate wins big and small, using jewelry to accept, reflect and appreciate different moments in their life. 

We are a female-founded fine jewelry company based in New York City, and offer thoughtfully designed jewelry made from high quality materials including solid gold and silver, diamonds and natural gemstones. We prioritize fair pricing and high level customer service in all that we do, and additionally seek to support the women in our community through  our Together We Shine Mission.

About The Role

As the Director of Retail Sales & Customer Experience, you will be responsible for overseeing all aspects of retail sales and customer experience, with a primary focus on developing strategies to drive revenue growth, increase conversion, and maximize profitability. You will foster a culture of excellence for our retail team in our SoHo, hiring, training, and developing policies to ensure that every customer interaction reflects the luxury and uniqueness of our brand. 

Your strategic vision and leadership will play a pivotal role in developing and driving our future retail growth strategy and operations, starting with our flagship store as we work toward expanding our footprint and brand reputation within the luxury jewelry industry, in NYC and nationwide.

This role is part of a small team, and due to the focus on retail sales and customer experience, the role is required to be in-person 100% of the time in our SoHo office and store locations, on a Wednesday through Sunday schedule. 

You will: 

• Ideate, manage and drive sales & marketing strategies to achieve sales targets, drive revenue growth, and elevate the STONE AND STRAND brand, with a particular focus on retail.
• Hire, train, mentor, and support team members and our store manager to exceed sales goals and deliver exceptional customer service, fostering a collaborative and positive work environment.
• Ensure that every customer interaction reflects the luxury and quality of our brand, from in-store experience to post-sale touchpoints (orders, repairs, returns, exchanges), implementing best practices for customer engagement to increase conversion and deliver the best customer experience possible. 
• Lead merchandising, buying and assortment decisions across the company to showcase our unique pieces and ensure sell-through of our inventory and product.
• Track sales performance against targets and KPIs, generating regular reports to evaluate the effectiveness of sales, leveraging data analytics to make informed decisions and adjust strategies to drive results.
• Plan events to enhance brand visibility and attract new customers, leveraging marketing channels, PR, strategic partnerships with local businesses and influencers to promote the brand, drive foot traffic, and generate buzz.

You have experience with:

• Leading jewelry retail sales in the high end jewelry industry (at least 3+ years experience)
• Hiring, training, and managing a team in a retail operations environment (at least 5+ years experience)
• Successfully setting and achieving sales targets
• Wearing many hats to get the job done in collaboration with a small team
• Building customer relationships and driving repeat business in a luxury brand environment

You are:

• As obsessed with jewelry as we are
• An energetic people person
• A strategic thinker with analytical capabilities and a results-oriented mindset
• A highly skilled leader and communicator, with a customer-centric mindset.
• Organized with excellent time management skills and a high level of attention to detail 
• Willing to work in-person in SoHo 100% of the time, on a Wednesday through Sunday schedule 

Compensation and Benefits

• $80k - $120k base (based on experience), plus bonus
• Medical benefits, with 70% employer contribution
• 20+ PTO days and 1 month sabbatical after 5 years of employment
• Employee discount and sample sale access
• Summer Fridays

Please note that this position is an in person role, and the regular schedule for this position is Wednesday - Sunday.