Finding the Next Generation of Jewelry Retail Staff

There are a lot of job openings in the jewelry market, but those doing the hiring bemoan the small pool of eligible talent. As the industry evolves both technologically and socially, employers need to consider what they want — and what they should be seeking — in their future staffers. Rapaport Magazine tapped some hiring authorities to weigh in on the topic.

The outsider advantage

While legacy jewelers who have been in the business for generations will always have a place in the trade, the biggest and most lucrative influx of newcomers could come from outside it, the experts predict.

“The next generation of jewelry leaders should be a blend of tradition and innovation,” says Sherry Smith, director of business development at Edge Retail Academy. “While established family businesses benefit from brand recognition and loyal customers, new entrants can bring fresh perspectives and disrupt the market with innovative ideas.”

Stephen Barnes loves to see outsiders join the jewelry world. Their fresh ideas “shake things up and get everyone around them thinking differently,” affirms the recently elected president of the Independent Jewelers Organization (IJO) and CEO of Barnes Jewelers in Goldsboro, North Carolina. “They think and respond differently to traditional business models. Those who embrace technology and figure out a better way of running the jewelry business will change the landscape.”

Traits to build on

Regardless of whether the next wave of workers comes from within jewelry retail or outside of it, hires should be nimble, resilient, flexible and creative, Barnes maintains. “Today, jewelers need to reinvent themselves often or be left behind.”

In that vein, future staffers need a hunger to learn and evolve, according to Phillip Bosen, consultant at Bosen Associates and known to many as “the jeweler’s coach.” Multicultural hires are key, too, as their varied approaches, backgrounds and perspectives can help the jewelry trade evolve.

“It’s essential to recognize the validity of others’ preferences,” says Bosen, adding that employers will also want those who “sell from a place of mutual benefit and uphold honesty and integrity.”

Product knowledge is certainly important, but it can be taught. The non-trainable skills employers want include communication, critical thinking, and the ability to mesh well with others.

“Collaborative approaches allow for the exchange of insights, best practices, and innovative ideas, ultimately driving growth and success,” says Bosen. Other desirable attributes he cites include good listening skills, compassion, problem-solving abilities, and confidence in engaging with clients of diverse backgrounds.

Up on the latest skills

“The next generation needs to stay current in everything, from [computer-aided design and manufacturing (CAD/CAM)] to artificial intelligence (AI),” urges Dave Marcotte, senior vice president of global retail at consulting firm Kantar. “They also need a high degree of empathy and understanding.”
For Smith, success means having a strong foundation in business management and marketing, including an understanding of online marketing, e-commerce platforms, and social media. She suspects and hopes that future leaders “will be driven by an entrepreneurial spirit.”

“At their core, the next generation should be customer-centric, focusing on understanding customer needs and preferences, offering exceptional service and fostering customer loyalty — key differentiators in a competitive market,” she adds.

For higher-level positions, employers should be seeking individuals who are data literate and financially savvy.

“By leveraging data insights, they can understand customer behavior, optimize marketing efforts, and track business performance for informed decision-making,” explains Smith. “And a financial acumen is a must. Understanding financial statements, effectively managing cash flow, and making sound investment decisions are crucial for long-term business success.”

Generational clashes

Even with these credentials, newbies should expect some bristling from the old guard, cautions Barnes. “There will be pushback from the generational jewelers who say, ‘It has always worked this way. Why change a good thing?’”

While curmudgeons may not be able to see beyond dated business models and the pressures of maintaining inventory, open-minded types will see opportunity. “By embracing modernization and catering to clients’ evolving preferences for transparency and authenticity, the next generation can carve out a distinct niche in the market,” says Bosen.

On the flipside, there is one traditional non-negotiable that younger hires would do well to heed: engaging clients in person. Not all sales happen online.

“Young adults…may lack experience in face-to-face interactions due to overreliance on digital communication,” Bosen points out.

Why join the jewelers?

Beyond a love of sparkly objects, there are plenty of reasons to enter the industry. For starters, there’s a need for innovative and creative souls to help businesses stand out. And from gemology to jewelry design to social media, changes happen at light speed, presenting new opportunities daily.

“There’s always something new to discover, and ongoing learning ensures competitiveness and adaptability in the marketplace,” says Bosen.

Plus, if you were the talkative kid in class, jewelry sales could be your best path. “This is [an] industry where you can nurture relationships over generations,” says Marcotte.

And though past generations may be guilty of working too much, they’re now nearing retirement and may be more amenable to the new kids’ insistence on a healthier work-life balance. “By leveraging [the younger generation’s] strengths and embracing innovation, [employers] can shape a bright future for the industry,” states Bosen.

Image: Phillip Bosen, David Marcotte, Sherry Smith and Stephen Barnes (left to right). (Phillip Bosen/Kantar Consulting/ Edge Retail Academy/Independent Jewelers Organization)

This article is from RDI Diamond’s Welcome to the Future special report. View other articles from the supplement here.