Clienteling Operations Manager

David Yurman is a celebrated American jewelry company founded in New York by sculptor David Yurman and his wife Sybil, a painter and ceramicist. Today, led by their son Evan, the brand creates timeless, contemporary collections defined by inspiration, innovation, craftsmanship, and its signature cable design. David Yurman jewelry is available at retail stores across the United States, Canada, Hong Kong, France, and worldwide through an exclusive network of authorized fine jewelry and timepiece retailers.

About the role

We are seeking a hands-on, organized, and operationally strong Manager to run the day-to-day operations, systems, and performance management of our Virtual Sales & Clienteling team. This role ensures our digital sales advisors—who sell through inbound calls, chat, and outbound clienteling—have the tools, data, processes, and cross-functional support needed to deliver a luxury-level client experience and drive revenue. The ideal candidate combines sales operations, CRM/OMS proficiency, team enablement, project coordination, and strong cross-functional communication. This person will maintain the operational engine behind the program and partner closely with Marketing, Creative, Tech, Logistics, Finance, and E-commerce teams to ensure smooth execution.

Responsibilities

• Program Management & Team Support
  • Develop the strategic framework for a virtual clienteling program, defining key success metrics, customer experience outcomes, and employee experience journeys.
  • Manage the daily operations and workflow of the Virtual Sales & Clienteling team.
  • Support advisors with tools, processes, leads, campaign materials, reporting, and client insights.
  • Maintain the team playbook for inbound calls, chat, and outbound outreach.
  • Coordinate with Marketing, CRM, Creative, and Email teams to prepare scripts, briefs, outreach calendars, and product storytelling.
  • Partner with leadership to track KPIs and implement improvements to increase conversion and client engagement.
  • Lead the training roadmap for onboarding, sustainment for sales, product, and clienteling.
• Sales Operations & Performance Reporting
  • Maintain dashboards and performance tracking for advisor productivity, pipeline, conversion, sales volume, and client activity.
  • Provide weekly and monthly reporting to leadership with insights and recommended actions.
  • Support forecasting, capacity planning, and sales pacing analysis.
  • Monitor chat, inbound, and outbound productivity to ensure service-level consistency.
• Data Flow & System Enablement
  • Manage how client, product, and order data flows into and out of Salesforce, OMS, and E-commerce platforms.
  • Work with Technology and Data teams to troubleshoot sync issues and ensure data accuracy.
  • Maintain lead routing, segmentation tags, opportunity creation rules, and advisor assignments.
  • Ensure that Salesforce provides accurate, actionable client insights for the team.
• Order Operations & Gifting Logistics
  • Oversee order entry workflows, ensuring advisors can successfully place and track orders in Salesforce and the OMS.
  • Maintain gifting and special-order processes: personalized notes, wrapping, multi-address shipping, reservations, and special handling.
  • Partner with E-commerce Ops, Logistics, and Customer Service to ensure accurate fulfillment and timely client updates.
  • Track and escalate any exceptions, fulfillment delays, or payment issues.
• CRM Workflow Setup & Data Hygiene
  • Configure and maintain Salesforce fields, tasks, triggers, and outreach workflows to support daily clienteling.
  • Ensure data hygiene standards for tagging, notes, outreach logging, and opportunity updates.
  • Work with CRM and Tech teams to enhance tools and identify automation opportunities.
• Cross-Functional Coordination
  • Liaise with Marketing, Creative, Email, Product, and E-commerce teams to deliver clienteling campaigns and support retention programs.
  • Work with Tech and Data to document operational requirements and support enhancements.
  • Partner with Finance, Accounting, and HR to align on sales crediting, compensation, training, and operational guardrails.
  • Collaborate with the training team to ensure appropriate training programs are developed and sustained.
• Continuous Optimization
  • Conduct regular audits of workflows, data accuracy, and order processing quality.
  • Identify bottlenecks and partner with stakeholders to improve process speed and efficiency.
  • Gather feedback from advisors to improve tools, scripts, and operational documentation.
  • Support leadership with roadmap proposals and program evolution.

Qualifications

While no specific qualifications are listed, the ideal candidate will have experience in sales operations, CRM/OMS systems, team enablement, and cross-functional project coordination.

Location

New York, NY (TriBeCa), Hybrid Monday – Friday

Pay

Estimated Base Salary: $115,000–125,000

Benefits

• Access to healthcare benefits
• 401(k) plan
• Bonus opportunities
• Employee discounts
• Summer Fridays (for corporate roles)
• Generous paid time off and sick time