Clienteling Operations Manager

Job Description

Title: Manager, Virtual Sales Clienteling & Operations

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.

• 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.

New York, NY…