Clienteling Operations 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 brand's artistic signature. David Yurman collections are available at retail stores throughout the United States, Canada, Hong Kong and France and at 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

Title: 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: $115,000-125,000

Base pay is one component of David Yurman's 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 individual's age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).