Assistant Manager

Austen & Blake; Norwich; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Vitality private healthcare

Birthday leave

Perkbox discounts

20 days annual leave + bank holidays

Enhanced Leave Policies

Learning & Development

Job summary

Austen & Blake, a luxury jewellery retailer in Norwich, is seeking a confident Assistant Store Manager to support daily operations and lead a small team of up to five staff. You’ll uphold exceptional service and drive sales.

You’ll collaborate with the Store Manager on stocktakes, training, CRM usage, and client consultations, while maintaining brand standards and a warm, personalised guest experience for high-end customers.

Qualifications

• 2–3 years in a luxury retail environment with a strong sales track record
• Ability to lead by example and coach a team to meet goals
• Experience delivering exceptional customer experiences with high-end clients
• Gemology training (GIA/JAA) is advantageous

Responsibilities

• Support the Store Manager in leading the team to achieve sales targets and maintain high service standards
• Greet clients, deliver consultative sales, and coach staff through the customer journey
• Develop product knowledge and train staff on materials, design and craftsmanship
• Oversee stocktakes, rosters, training, and health & safety; ensure operations run smoothly with CRM usage

Skills

Luxury retail leadership

Client relationship building

Team coaching and development

Product knowledge training

CRM/retail software

Education

Gemology training (GIA/JAA)

Tools

CRM software

POS systems

Job description

Neve Jewels Group is a UK headquartered, digital-first jewellery company redefining modern luxury through made-to-order design, ethical craftsmanship, and global e-commerce across its brands: Diamonds Factory, Austen & Blake, and Sacet.

Established in 2018, Austen & Blake is changing the way people buy jewellery. We create custom-made diamond jewellery to mark life’s milestones. Our designs are made-to-order in our workshop and can be personalised to create something truly individual to the wearer. With almost 40 retail stores worldwide and an ever-expanding digital presence driven by high demand, we offer crafted, custom jewellery to people throughout the UK and around the globe.

Our Values

• Celebrate the Moment - We honour life’s milestones by creating meaningful, joy-filled jewellery experiences.
• Customer Centric Approach - Every decision starts with our customer, delivering personalised service at every step.
• Earn Trust and Respect - We build trust through honesty, care, and respect in all relationships.
• Experience Led Innovation - We blend tradition and innovation to enhance every jewellery experience.
• Empathy for People and Planet - We act with compassion, sourcing ethically and operating sustainably.

The Role

We are looking for a confident and service-driven Assistant Store Manager to support the daily operations of our luxury store. In this role, you’ll work closely with the Store Manager to lead the team of up to five staff members, maintain high standards of service, and ensure a seamless client experience. Join a team focused on craftsmanship, elegance, and exceptional service, where your contribution helps shape every in-store moment.

How You’ll Contribute

• Leadership & Team Support: Assist the Store Manager in leading the team to achieve sales targets while fostering a positive, high-performing environment. Support daily management tasks including stocktakes, rosters, training, team coordination, and health & safety. Act as Store Manager in their absence, ensuring smooth day-to-day operations and team coordination.
• Client Engagement & Consultation: Greet clients with warmth and professionalism, building genuine relationships through active listening and tailored service. Guide the team in delivering consultative sales, coaching them through each stage of the client journey.
• Product Knowledge: Develop in-depth knowledge of our jewellery, including materials, design, and craftsmanship. Support the team by training and enhancing their product understanding.
• Sales Performance: Work with the Store Manager to implement sales strategies that drive individual and team performance. Monitor individual and team performance, providing on-the-floor coaching to improve conversion, AOV (average order value), and customer engagement.
• Operational & CRM Support: Assist in using CRM and internal systems to process bespoke orders, manage enquiries, monitor support tickets, and elevate complex or sensitive issues to the relevant teams.
• Customer Experience: Maintain high customer service standards by addressing inquiries and ensuring every client feels valued. Support the resolution of client escalations with professionalism and care.
• Brand Ambassadorship: Uphold and promote our brand's essence by maintaining a polished appearance and a genuine passion for luxury jewellery.
• Success in this role looks like: supporting the Store Manager to drive sales performance, leading by example to deliver outstanding customer service, contributing to a motivated and collaborative team environment, and ensuring daily operations run smoothly and accurately.

Skills You’ll Bring to The Role

• 2-3 years’ of experience in a similar luxury retail environment, with a strong sales track record
• Ability to lead by example and support the Store Manager in coaching, motivating, and developing the team to achieve collective goals
• Jewellery, gemmology, or luxury product training (e.g., GIA, JAA, or equivalent) highly advantageous
• Skilled in building relationships with high-end clientele and delivering exceptional customer experiences
• Outstanding interpersonal and communication skills, including exceptional listening, and relationship-building capabilities
• Strong problem-solving abilities and adaptability to evolving role requirements
• Proficiency in new software and the ability to quickly grasp new systems
• A genuine passion for luxury products and a discerning eye for aesthetics
• Exceptional attention to detail, ensuring accuracy in product handling, visual merchandising, and client communications
• Ability to thrive in a fast-paced, dynamic environment while maintaining the highest level of professionalism
• Impeccable personal presentation and alignment with brand aesthetic
• A proactive and results-driven mindset, combined with a sincere commitment to exceeding customer expectations
• Flexible to work weekends and peak trade periods

What’s In Store For You?

• Join a fast growing business where your contributions matter and your ideas are valued
• Work in a supportive, transparent environment that encourages innovation and excellence
• Comprehensive Vitality private healthcare, offering access to high quality medical support and wellness benefits
• Enjoy your birthday, with an extra day of leave to celebrate
• Access to Perkbox for exclusive discounts, rewards, and wellbeing benefits to help you make the most of your work-life balance
• 20 days annual leave + bank holidays
• Enhanced maternity and paternity leave entitlements
• Hours - 40 hours per week, working any 5 out of 7 days including weekends and public holidays on rotation
• Referral Scheme - Cash rewards for referring great talent
• Birthday Leave - 1 paid day off on your birthday
• Enhanced Leave Policies - Formalised policies with clear processes & enhanced support
• Partner with a global luxury brand on its journey of expansion across ANZ
• Learning & Development - Ongoing opportunities for growth