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.