Shop Manager

Position Overview
As the Shop Manager, you are the primary leader of a Kendra Scott shop-in-shop located within one of our major wholesale partners. You own the performance and daily operations of the shop, bringing the Kendra Scott brand to life while creating a seamless experience within the host store environment.

You will lead and develop the shop team, drive sales and key performance indicators, maintain exceptional visual and operational standards, and build strong partnerships with department store leadership and associates. Your ability to influence, collaborate, and create meaningful connections will be essential to growing the business and increasing brand awareness.

Most importantly, you and your team will represent the Kendra Scott culture uniquely and positively while delivering an unforgettable WOW experience to every customer.

Your Responsibilities
You’re Customer Focused: You model, teach, and coach WOW service with a “customer is our boss” mentality. You ensure every customer feels welcomed, valued, and connected to the Kendra Scott brand—whether they specifically visit the shop or discover the brand while shopping in the department store. You build lasting relationships and empower your team to create meaningful, personalized experiences.

You Own the Business: You take full ownership of the shop’s sales performance, customer experience, staffing, operations, and overall results. You develop and execute business plans that drive revenue, conversion, productivity, and other key performance indicators. You analyze reporting and daily sales trends to make timely decisions and identify opportunities for growth.

You Lead and Develop Talent: You recruit, onboard, train, coach, and inspire a high-performing shop team. You set clear expectations, provide ongoing feedback, recognize outstanding performance, and hold yourself and others accountable. You create an engaging environment where team members can develop their skills and flourish into their best selves.

You Build Strong Department Store Partnerships: You establish collaborative relationships with department store leadership, selling teams, and support partners. You communicate shop priorities, share product and brand knowledge, and engage department store associates as advocates for the Kendra Scott brand. You work across teams to address opportunities, execute initiatives, and deliver a consistent customer experience.

You Drive Brand Awareness: You identify opportunities to introduce new customers to Kendra Scott and increase traffic to the shop. You partner with department store teams on events, client outreach, promotions, and other traffic-driving initiatives. You also support philanthropic efforts and community partnerships that reflect our commitment to Family, Fashion, and Philanthropy.

You Deliver Operational Excellence: You ensure the shop is consistently ready for business and meets Kendra Scott standards for product presentation, visual merchandising, inventory, cleanliness, and organization. You oversee replenishment, stock management, operational routines, and shrink prevention while complying with applicable Kendra Scott and department store policies and procedures.

You Instill Trust: You’re a person of your word. You gain the confidence and trust of others through honesty, authenticity, and follow-through. You demonstrate sound judgment, protect company assets, and do the right thing—always.

You Communicate Effectively: You articulate clear priorities and provide consistent communication to your team, department store partners, and Kendra Scott leadership. You actively listen, encourage the open expression of ideas, and adapt your communication style to build alignment and inspire action.

You Collaborate and Influence: You understand that leading a shop-in-shop requires partnership and influence. You bring people together, share ideas, and leverage the skills and knowledge of both Kendra Scott and department store teams to achieve common goals.

You’re Action Oriented: You approach opportunities and challenges with urgency, energy, and enthusiasm. You proactively identify solutions, follow through on commitments, and make real-time decisions that positively affect the shop’s performance and customer experience.

You Are Nimble: You thrive in a dynamic retail environment and adjust quickly to changing business needs, customer traffic, and department store priorities. You remain curious, flexible, and open to new approaches.

You Display Courage: You understand that leadership requires the courage to address difficult situations and advocate for the business, your team, and the customer. You care personally about people while challenging them directly to achieve great results.

You Ensure Accountability: You take responsibility for your decisions, actions, and business results. You establish clear expectations, monitor progress, address performance opportunities, and foster a culture of ownership, feedback, and problem-solving.

You Make Good Decisions: You balance analysis, experience, and judgment to make effective decisions. You remain calm under pressure and know when to move forward, even when information is incomplete.

Minimum Requirements
Must be at least 18 years of age

Ability to lift and move at least 50 pounds

Ability to bend, squat, twist, and reach

Ability to stand and/or walk for at least six hours per shift

Ability to work a flexible schedule based on business and department store needs, including evenings, weekends, holidays, and peak retail periods

Our Ideal Candidate Will Have
A bachelor’s degree or equivalent combination of education and relevant work experience

Previous leadership experience in retail management; experience leading a shop-in-shop, concession, specialty retail shop, or department store business is strongly preferred

Demonstrated ability to own a business, drive sales, and improve key retail performance indicators

Experience recruiting, training, coaching, and developing a high-performing team

Strong relationship-building and influencing skills, with the ability to achieve results through cross-functional partnerships

Excellent organization, attention to detail, priority-setting, and time-management skills

Experience executing visual merchandising, inventory management, events, and operational routines

Confidence operating independently while maintaining consistent communication with leaders and partners

Strong connections with local organizations, community partners, or client networks that can help drive traffic and brand awareness

A passion for Kendra Scott and what our brand represents: Family, Fashion, and Philanthropy