Clienteling Operations Manager

David Yurman Enterprises•New York, NY

6d•Hybrid

About The Position

David Yurman is seeking a hands-on, organized, and operationally strong Manager to run the day-to-day operations, systems, and performance management of their Virtual Sales & Clienteling team. This role ensures that digital sales advisors have the necessary tools, data, processes, and cross-functional support to deliver a luxury-level client experience and drive revenue. The ideal candidate will possess a blend of sales operations, CRM/OMS proficiency, team enablement, project coordination, and strong cross-functional communication skills. This individual will be responsible for maintaining the operational engine behind the program and collaborating closely with Marketing, Creative, Tech, Logistics, Finance, and E-commerce teams to ensure smooth execution.

Requirements

Hands-on, organized, and operationally strong.
Proficiency in sales operations.
CRM/OMS proficiency.
Team enablement skills.
Project coordination skills.
Strong cross-functional communication skills.
Ability to maintain the operational engine behind the program.
Ability to partner closely with Marketing, Creative, Tech, Logistics, Finance, and E-commerce teams.
Experience developing strategic frameworks for programs.
Experience managing daily operations and workflow of a sales team.
Experience supporting sales advisors with tools, processes, leads, campaign materials, reporting, and client insights.
Experience maintaining team playbooks.
Experience coordinating with Marketing, CRM, Creative, and Email teams.
Experience tracking KPIs and implementing improvements.
Experience leading training roadmaps.
Experience maintaining dashboards and performance tracking.
Experience providing reporting with insights and recommended actions.
Experience supporting forecasting, capacity planning, and sales pacing analysis.
Experience monitoring productivity to ensure service-level consistency.
Experience managing data flow into and out of CRM and OMS platforms.
Experience troubleshooting sync issues and ensuring data accuracy.
Experience maintaining lead routing, segmentation tags, opportunity creation rules, and advisor assignments.
Experience ensuring CRM provides accurate, actionable client insights.
Experience overseeing order entry workflows.
Experience maintaining gifting and special-order processes.
Experience partnering with E-commerce Ops, Logistics, and Customer Service.
Experience configuring and maintaining CRM fields, tasks, triggers, and outreach workflows.
Experience ensuring data hygiene standards.
Experience working with CRM and Tech teams to enhance tools and identify automation opportunities.
Experience liaising with various departments for campaigns and retention programs.
Experience documenting operational requirements and supporting enhancements.
Experience partnering with Finance, Accounting, and HR.
Experience working with training teams.
Experience conducting regular audits of workflows, data accuracy, and order processing quality.
Experience identifying bottlenecks and improving process speed and efficiency.
Experience gathering feedback from advisors.
Experience supporting leadership with roadmap proposals and program evolution.

Nice To Haves

Experience in the luxury jewelry industry.

Responsibilities

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, supporting 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.
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.
Manage the flow of client, product, and order data 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.
Oversee order entry workflows, ensuring advisors can successfully place and track orders in Salesforce and the OMS.
Maintain gifting and special-order processes, including 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.
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.
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.
Work with the training team to ensure appropriate training programs are developed for program kickoff and sustained momentum.
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.