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Operations Manager

ABOUT ROBBINS BROTHERS


WE ARE (LITERALLY) IN THE BUSINESS OF MAKING DREAMS COME TRUE! There are few things in life as magical as a marriage proposal. This once-in-a-lifetime moment for our guests is part of our everyday lives. We're romantics at heart who spend our days celebrating the art of the ring, the majesty of diamonds, the perfect proposal, and something borrowed and blue. Every time we step onto a showroom floor or engage with guests virtually, our primary focus is on creating joy, plain and simple. Not bad for a day’s work!

Here, we celebrate our personal milestones as much as our guests with a supportive and rewarding work environment and one of the industry's most competitive compensation packages. We cultivate brighter futures with recognition, awards, education, mentorship, and opportunity, which helps each of us develop and grow in ways we never imagined. A career at Robbins Brothers is not just a job; it's a life-changing proposal that's impossible to refuse.

OUR CULTURE & COMMUNITY

While unwaveringly committed to fostering a diverse, inclusive, and multi-cultural environment—we also seek out team members who share our values. That means we actively look for people (like you) who are collaborative, open, creative, passionate, warm, curious, accommodating, and courteous, with a thirst for knowledge, a passion for jewelry, a fondness for fun, a generous heart, and a community-minded spirit. Above all, we’re looking for those who are unabashedly and unapologetically in love with love.

This spirit is seen and felt in our showrooms, offices, and core brand values that have remained unchanged for 100 years and counting. Robbins Brothers offers a flexible work schedule that includes a combination of remote and on-site, as well as flexible hours.

THE ROLE

The Operations Manager acts as a co-owner of the Retail Store Operational Plan to execute campaigns to drive traffic, sales and brand awareness in each local market. In addition, the Operations Manager ensures a positive guest experience by maintaining a clean and inviting store environment and office. He/she is responsible for monitoring the guest experience before, during, and after the visit. He/ She will maintain a constant awareness of security issues involved in operating the office. He/she is responsible for maintaining inventory controls and enforcing guidelines for the transfer of merchandise to and from locations He/she will be responsible for coordinating and executing all in- store marketing efforts of their individual stores to drive traffic which will help the store meet its revenue goals.

The Operations Manager works closely with the General Manager in all aspects of Store Operations function as well as with all other functional heads to achieve company objectives and is responsible for developing and implementing effective succession plan, as well as for modeling, support and adherence to company values.

GUEST EXPIERENECE

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Achieve and maintain store goal of ensuring a successful guest experience as measured by the Customer Experience Index

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Coordinates resolution of guest service issues

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Manages all guest care email correspondence

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Drives guest feedback thru the surveys and other social media outlets

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Ensures design and service guests are assisted effectively by associates

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Oversees office functions and operations

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Knowledge and understating of POS functions and GemQuest selling system

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Promoting the brand with guests by being visible

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Research and monitor within the community, identify and report conversations, and advise GM and Marketing team on potential opportunities

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In partnership with GM, acknowledge and respond to all positive reviews primarily on Yelp, Google, and Facebook

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Interacts with guests in a caring and professional manner; verbal, written, and in person

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Understands and practices all aspects of Customer Relationship Management


GUEST SERVICE RESPONSIBILITIES

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Initial resolution of guest service matters in immediate, positive, and caring manner

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Responsible for selling when there are excess guests in store

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Able to train and demonstrate hosting, holding and properly TO buying guests to sales associate

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Ensures Design and Service guests are handled effectively

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Demonstrate and ensure the "Love the Customer" value is being executed with the guests

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Understands and manages all aspects of Customer Relationship Management

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Ensures all interactions with guests are in a caring and professional manner; verbal, written, and in-person

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Promotes Perfect Proposals and Survey Cards through guest feedback


OFFICE RESPONSIBILITIES

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Ensures for accurate input of POS Transactions

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Ensures accurate balancing and nightly close out office procedures are executed

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Responsible for ordering and maintaining store supplies while keeping within budget

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Ensures CER team is fully trained to perform office and D&S functions and procedures

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Ensure move orders are created and transacted correctly

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Responsible that all price changes are executed correctly and complete by effective date

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Ensures quality control of jewelry repairs are completed and done correctly daily

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Responsible for all of office emails are being responded to in a timely and professional manner

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Follow established guidelines and procedures for effective store security

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Audit Hold/Jbox/ Layaways/Special Orders Weekly

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Reconcile Special Order/Layaway aging report Monthly

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Audit Jewelry Repair Log & Diamond Log Monthly

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Ensure and able to train all shipping and receiving policies and procedures


LOCAL COMMUNITY NETWORKING

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Establish and nurture positive, brand appropriate, and impactful relationships with local businesses and organizations through in-person visits and collateral distribution

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Research, identify and participate in community and charitable causes and events, exemplifying a hands-on community leader within your store

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Source partnerships with local brands and businesses (photographers, videographers, florists, bakeries, bridal salons, influencers, first responders, schools, and city workers)

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Build and maintain a database of marketing partners, vendors, and local influencers


PROMOTIONAL AND BRAND BUILDING EVENTS

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Partner with the marketing team to plan and execute local designer and brand awareness events with a minimum ofl event per quarter

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Brainstorm with fellow employees to identify specific event types that will resonate with the immediate community

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Lead and excite staff to efficiently execute events and implement employee incentives when needed

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Serve as the store's key contact, supporter and promoter of all Marketing events


VALUE PROMOTION

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Understands and nurtures the RB Home Office culture

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Maintains open lines of communication with the Home Office and other stores

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Exemplifies company values

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Holds others accountable toward those that do not adhere to the company values


OTHER

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To be determined


AUTHORITIES

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Reports To: General Manager

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Direct Reports: Guest Experience Representatives

JOB TYPE:

Full-time

LOCATIONS:

Houston/Loop, TX

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ROBBINS BROTHERS CAREERS