Sales & Service Manager

Sales & Service Manager, Knoxville

Markman's Diamonds

The Sales & Service Manager of Markman’s Diamonds Knoxville is the on-site leader of our Knoxville store. The S&SM leads, develops, and holds accountable the sales team; owns sales floor operations; and ensures every client experience reflects the standards Markman’s has built over fifty years. The S&SM’s primary mandate is to build a team and a store that performs consistently — coaching the floor rather than carrying it.

Director of Operations, Markman’s Diamonds

•    On-site, Knoxville, TN. This is not a remote or hybrid role.

•    Full-time, exempt.

•    Store hours: Monday through Saturday, 10:00 AM – 6:00 PM.

•    The S&SM works five days per week, including Saturdays, with one weekday off.

•    Extended hours during the holiday season, including Sundays.

•    Occasional evenings required for store events.

1. Sales Leadership

•    Lead the Knoxville team to meet or exceed monthly and annual sales targets.

•    Coach associates on consultative selling, clienteling, and closing — daily, on the floor, in the moment.

•    Maintain a visible, active presence on the sales floor — observing live interactions, providing in-the-moment feedback, and stepping in when an associate needs support.

•    Execute store-level sales events — trunk shows, designer visits, and promotional initiatives — including client outreach, appointment booking, team preparation, and on-the-day execution.

2. People Leadership

•    Recruit, hire, onboard, and retain the right sales talent for Knoxville.

•    Run a consistent rhythm of one-on-ones, performance feedback, and development plans for every associate.

•    Build the schedule and manage coverage so the floor is staffed appropriately during peak traffic and key client appointments.

•    Set the tone for the team’s culture — high standards, high trust, low drama.

3. Client Experience

•    Support associates on VIP relationships and high-stakes transactions; step in directly when the situation calls for the S&SM.

•    Resolve escalated client concerns with judgment, discretion, and care.

•    Champion the clienteling and follow-up systems that turn first-time buyers into multi-generation Markman’s families.

•    Hold the team to a consistent, observable standard of service.

4. Store Operations

•    Own opening and closing procedures, security protocols, and daily floor readiness.

•    Protect inventory integrity through accurate handling, transfers, counts, and reconciliation.

•    Keep the showroom merchandised, clean, and presentation-ready at all times.

•    Coordinate with corporate functions (buying, marketing, IT, HR, finance) to keep Knoxville running smoothly and feeding the right information up.

5. Brand Stewardship

•    Represent Markman’s in the Knoxville community and at relevant local and industry events.

•    Maintain working product knowledge across designer lines, inventory categories, and major price points.

•    Uphold the visual, experiential, and behavioral standards that define the Markman’s brand at every touchpoint.

•    Documented track record of meeting or exceeding sales goals while developing direct reports.

•    Strong coaching, communication, and conflict-resolution skills.

•    Proficiency with POS, CRM, and inventory management systems.

•    High standards of personal presentation and professionalism.

•    5+ years of retail management experience, with at least 3 years leading a sales team.

•    Experience in fine jewelry, luxury, or high-consideration retail (watches, fine art, luxury fashion, high-end home).

The role requires:

•    Extended periods of standing and walking on the sales floor throughout the workday.

•    Lifting and moving inventory cases, safe contents, and event materials (up to 25 lbs).

•    Close visual work with diamonds, gemstones, and jewelry using loupes and magnification.

•    Manual dexterity for handling delicate, high-value merchandise.

•    Ability to be present and engaged on the floor during all scheduled hours.

Compensation

•    Base salary: $85,000.

•    Performance bonus: up to $30,000 annually.

•    Relocation support: negotiable for qualified out-of-area candidates.

Benefits

•    Medical, dental, and vision insurance, with premiums covered 75% by Markman’s.

•    Small life insurance policy included with medical participation.

•    Employee Assistance Program (EAP) for confidential mental health, financial, and personal support, included with medical participation.

•    401(k) retirement plan with a 3% employer contribution, eligible after one year of service.

•    Paid time off: two weeks of vacation and one week of sick leave annually, with increases based on tenure.

•    Paid holidays: New Year’s Day, Independence Day, Rosh Hashanah, Yom Kippur, Thanksgiving, and Christmas Day.

•    Continuing education reimbursement covering 50% of tuition, including GIA coursework and other relevant professional development.

•    Generous employee discount.

•    Supplemental benefits available at employee election and cost.

Employment is contingent on successful completion of a background check. Given the value of inventory entrusted to our team, Markman’s holds all employees to a high standard of personal integrity and financial responsibility.

Markman’s Diamonds is an equal opportunity employer. We make employment decisions based on qualifications, merit, and business need, and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities upon request.

Markman’s Diamonds has served Knoxville and East Tennessee for fifty years. We are a family-led fine jewelry house, recognized for the quality of our diamonds, the strength of our designer relationships, and the standard of care we hold across every client experience. The next chapter is one of disciplined growth — building the team, the systems, and the operating rigor that will carry Markman’s into the next fifty years. The Knoxville Sales & Service Manager is central to that work.