Retail Manager

Sarah Cornwell Jewelry; Philadelphia (Philadelphia County); On-site; USD 55,000 - 75,000; Full time

Job summary

Sarah Cornwell Jewelry is seeking a Retail Manager to lead the in-store experience, drive sales, and manage a high-performing team. You will work closely with leadership to align on strategy, promotions, and events, while ensuring exceptional customer service and a warm brand experience.

You will oversee staffing, coaching, and store operations, including HR-related processes, while coordinating with merchandising and marketing to deliver on brand standards.

Qualifications

• Experience leading a retail team and delivering strong customer experiences.
• Ability to coach, train, and coach performance with clear feedback.
• Proven skills in scheduling, promotions, and store communications.
• Familiarity with visual merchandising principles and in-store activations.

Responsibilities

• Lead regular on-floor shifts in a manager capacity, including weekends.
• Hire, train, schedule, and support retail staff.
• Set expectations, coach performance, and recognize results.

Skills

Retail leadership

Staff development

Customer service

Visual merchandising

Operations management

HR processes

Team scheduling

Tools

POS systems

Inventory software

Job description

Our retail shop is where customers fall in love with Sarah Cornwell Jewelry in person — and the Retail Manager is the person who makes that happen, consistently and beautifully. This is a wide-ranging leadership role that touches every corner of the in-store experience: hiring and developing a great team, owning monthly sales goals, collaborating on visual merchandising and displays, managing permanent jewelry services, and serving as the operational heartbeat of the shop.

You will work closely with the COO/CFO to align on strategy and performance, and with the broader SC team — production, inventory, marketing, and events — to make sure the retail floor reflects everything happening across the brand. This role includes working regular retail shifts in a manager capacity — you are the leader on the floor, setting the tone, supporting the team, and ensuring every customer interaction reflects the best of Sarah Cornwell. It is right for someone who brings structure, warmth, and high standards in equal measure, and who understands that the best retail managers are still great retailers.

• Work regular retail shifts in a manager capacity — present on the floor, leading by example (includes 2-3 weekend shifts per month), and ensuring the customer experience meets SC standards at all times
• Hire, train, schedule, and support retail Sales Team Members
• Set clear expectations, provide ongoing coaching, and recognize great performance
• Run regular retail staff meetings to align the team on promotions, launches, and priorities
• Serve as the primary liaison between retail staff and the broader SC team
• Support retail staff with any HR-related processes and paperwork
• Dismiss team members when necessary, in coordination with leadership

Our retail shop is where customers fall in love with Sarah Cornwell Jewelry in person — and the Retail Manager is the person who makes that happen, consistently and beautifully. This is a wide-ranging leadership role that touches every corner of the in-store experience: hiring and developing a great team, owning monthly sales goals, collaborating on visual merchandising and displays, managing permanent jewelry services, and serving as the operational heartbeat of the shop.

You will work closely with the COO/CFO to align on strategy and performance, and with the broader SC team — production, inventory, marketing, and events — to make sure the retail floor reflects everything happening across the brand. This role includes working regular retail shifts in a manager capacity — you are the leader on the floor, setting the tone, supporting the team, and ensuring every customer interaction reflects the best of Sarah Cornwell. It is right for someone who brings structure, warmth, and high standards in equal measure, and who understands that the best retail managers are still great retailers.

Team Leadership

• Work regular retail shifts in a manager capacity — present on the floor, leading by example (includes 2-3 weekend shifts per month), and ensuring the customer experience meets SC standards at all times
• Hire, train, schedule, and support retail Sales Team Members
• Set clear expectations, provide ongoing coaching, and recognize great performance
• Run regular retail staff meetings to align the team on promotions, launches, and priorities
• Serve as the primary liaison between retail staff and the broader SC team
• Support retail staff with any HR-related processes and paperwork
• Dismiss team members when necessary, in coordination with leadership

Customer Experience

• Actively work the shop floor alongside your team, modeling excellent customer service
• Ensure every customer interaction reflects the warmth, quality, and story of Sarah Cornwell
• Handle escalated customer complaints or issues in the store with professionalism and care
• Ensure retail staff are actively using and promoting the Growave rewards program with every customer
• Ensure staff are capturing customer information at point of sale to support marketing and retention efforts
• Seek ongoing opportunities to improve the in-store experience

Permanent Jewelry

• Own the scheduling, staffing, and in-store experience around permanent jewelry appointments
• Ensure materials and equipment are stocked and maintained for permanent jewelry services
• Coordinate with the Studio Manager on permanent jewelry inventory and any operational needs

Events & In-Store Programming

• Coordinate with the Marketing & Events Manager to prepare for in-store events and activations
• Ensure retail staff are fully briefed and prepared before any event — roles, expectations, and product knowledge
• Support the execution of in-store events and serve as the retail team lead on event days

Communication & Reporting

• Attend relevant weekly team meetings and represent the voice of the retail floor
• Report regularly to the COO/CFO on customer feedback, selling patterns, product requests, and team observations
• Proactively surface what's working and what's not — from product to process to people

Training & Onboarding

• Own and maintain a consistent onboarding process for all new retail staff
• Ensure every team member has the product knowledge, systems training, and brand understanding to deliver an exceptional customer experience
• Build a culture of continuous learning — regularly updating the team on new collections, promotions, and brand priorities

Sales Goals & Performance

• Work closely with the COO/CFO to set, coordinate, and maintain monthly sales goals for the retail team
• Track performance against goals in real time; communicate wins and gaps to leadership regularly
• Identify incentives and recognition to motivate the team toward monthly targets
• Review sales data with the COO/CFO and adjust strategies as needed to meet store objectives

Visual Merchandising & Store Displays

• Collaborate with the store merchandiser to plan, execute, and refresh product displays throughout the shop
• Ensure displays reflect current collections, promotions, and seasonal priorities
• Maintain a visually compelling, on-brand shop floor at all times
• Communicate upcoming launches and product changes to the merchandiser in advance so displays are ready

Store Operations & Security

• Serve as the primary keyholder and point of contact for the store alarm system
• Manage alarm codes, ensure all staff follow opening and closing security protocols, and coordinate with the alarm company as needed
• Maintain a clean, organized, and well-merchandised shop at all times
• Communicate retail product needs to the Inventory Manager
• Maintain proper inventory levels on the floor and ensure products are appropriately stocked
• Coordinate with the Inventory Manager on new product arrivals and updates
• Schedule all shifts for retail associates via an online scheduling system. Assure retail staff are working an appropriate number of shifts/hours designated by the leadership team.
• Assure all retail associates hours are accurately accounted for in payroll system on a bi-weekly basis

Who You Are

• A natural leader who brings out the best in the people around you
• Passionate about customer experience and the details that make it exceptional
• Organized and proactive — you don't wait to be told when something needs attention
• A warm, approachable communicator who can also have hard conversations when needed
• 2+ years of retail management experience preferred
• Experience in specialty retail, jewelry, or a creative brand environment a strong plus
• A true love of retail, fashion and styling