Clienteling Ops Manager

Location: New York

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 brand’s 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 family’s 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…