Clienteling Ops Manager

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman a sculptor and his wife Sybil a painter and ceramicist. When the artists began collaborating their goal was simply to make beautiful objects to wear. Led today by their son Evan David Yurman creates timeless yet contemporary collections for women and men defined by inspiration innovation consummate craftsmanship and cable the brands artistic signature. David Yurman collections are available at 50 retail stores throughout the United States Canada Hong Kong and France and at over 300 locations worldwide through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman creativity innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown New York City artistic passion informs each and every jewelry design. The Yurman familys guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.

Job Description

Manager Virtual Sales Clienteling & Operations

Overview

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.

Essential Duties & 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 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 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

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.

Location

New York NY (TriBeca) Hybrid Monday Friday

Travel

None required

Estimated Base Salary: $00

Base pay is one component of David Yurmans total compensation package which may also include the following for eligible employees: access to healthcare benefits 401(k) plan bonus employee discounts Summer Fridays (corporate roles) generous paid time off sick time and more.

Diversity Equity & Inclusion at David Yurman

As a company founded by artists David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community and we cherish the diversity of our employees backgrounds and perspectives. We will always advocate for equity and inclusion for all.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individuals age race creed color religion national origin sex (including pregnancy sexual orientation gender).