Clienteling Ops Manager

David Yurman•New York, NY

1d•$115,000 - $125,000•Hybrid

About The Position

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

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, 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 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.
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.
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 to build relationships with clients .
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 training team to ensure appropriate training programs are developed to kick off the program and sustained momentum through the year
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.