David Yurman Clienteling Operations Manager

About David Yurman

Founded in New York in 1980 by sculptor David Yurman and painter Sybil Yurman, David Yurman is an American luxury jewelry house distinguished by its artistic heritage and iconic Cable design. Blending sculptural form, exceptional materials, and meticulous craftsmanship, the brand brings a distinctive creative perspective to fine jewelry. As an employer, it encompasses disciplines ranging from jewelry design and product development to retail, client services, and corporate functions. Its professional environment connects artistic expression with the exacting standards of luxury, inviting employees to contribute to a shared legacy of design innovation while cultivating enduring relationships with a discerning clientele.

Role & Responsibilities

• Develop the strategic framework for the virtual clienteling program, defining success metrics, customer experience outcomes, and employee experience journeys.
• Manage daily operations and workflows for the Virtual Sales & Clienteling team.
• Equip 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 on scripts, briefs, outreach calendars, and product storytelling.
• Track KPIs with leadership and implement improvements to increase conversion and client engagement.
• Lead the training roadmap for onboarding and ongoing sales, product, and clienteling training.
• Maintain dashboards and performance tracking for advisor productivity, pipeline, conversion, sales volume, and client activity.
• Provide weekly and monthly reports to leadership, including insights and recommended actions.
• Support forecasting, capacity planning, and sales pacing analysis.
• Monitor chat, inbound, and outbound productivity to ensure consistent service levels.
• Manage client, product, and order data flows into and out of Salesforce, OMS, and E-commerce platforms.
• Troubleshoot synchronization issues with Technology and Data teams and ensure data accuracy.
• Maintain lead routing, segmentation tags, opportunity creation rules, and advisor assignments.
• Ensure Salesforce provides the team with accurate, actionable client insights.
• Oversee order-entry workflows so advisors can place and track orders successfully in Salesforce and the OMS.
• Maintain gifting and special-order processes, including 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 exceptions, fulfillment delays, and payment issues.
• Configure and maintain Salesforce fields, tasks, triggers, and outreach workflows for daily clienteling.
• Maintain 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 that build client relationships.
• Work with Tech and Data teams 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 the training team to develop programs for launch and sustain momentum throughout the year.
• Conduct regular audits of workflows, data accuracy, and order-processing quality.
• Identify bottlenecks and work with stakeholders to improve process speed and efficiency.
• Gather advisor feedback to improve tools, scripts, and operational documentation.
• Support leadership with roadmap proposals and program evolution.

Skills

Compensation

The base compensation for this position ranges from USD 115,000 to USD 125,000 per annum.

Benefits

Eligible employees may receive healthcare benefits, a 401(k) plan, a bonus, employee discounts, Summer Fridays for corporate roles, paid time off, and sick time.

Culture

David Yurman’s workplace culture is rooted in the artistic partnership of its founders, blending a sculptor’s eye for form with a painter’s sensitivity to color. As a family-founded American luxury jeweler, the brand places craftsmanship, creativity, and attention to detail at the heart of its professional environment. Its teams bring this artistic heritage to life through distinctive design and a refined, personal approach to client service.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.