Summary
The Manager, Virtual Sales Clienteling & Operations owns day-to-day operations, systems, and performance management for the Virtual Sales and Clienteling team. This role ensures advisors have the tools, data, processes, and reporting needed to deliver a luxury client experience and drive revenue. The manager partners cross-functionally with Marketing, Creative, Technology, Logistics, Finance, and E-commerce to enable smooth program execution and continuous optimization.
Responsibilities
- Develop the strategic framework and success metrics for the virtual clienteling program and maintain the team playbook for inbound calls, chat, and outbound outreach.
- Manage daily operations and workflow for virtual advisors, supporting lead routing, segmentation, scripting, and campaign coordination.
- Maintain dashboards and provide weekly and monthly performance reporting, forecasting, and capacity planning to leadership.
- Manage data flow and system enablement between Salesforce, the OMS, and e-commerce platforms to ensure data accuracy and operational reliability.
- Oversee order entry, gifting, and special-order processes and coordinate with Ops, Logistics, and Customer Service to resolve exceptions.
- Lead training roadmap for onboarding and ongoing enablement of advisors and drive continuous process improvements based on audits and advisor feedback.
Requirements
- 4+ years of experience in sales operations, CRM operations, e-commerce operations, or related roles supporting a virtual sales or clienteling program.
- Proven experience configuring and maintaining Salesforce workflows, opportunity rules, lead routing, and data hygiene best practices.
- Strong analytical skills with experience building and maintaining performance dashboards and conducting forecasting and capacity analysis.
- Excellent cross-functional collaboration and project management skills with stakeholders in Marketing, Tech, Logistics, Finance, and Training.
- Experience with OMS and e-commerce platform integrations and troubleshooting sync issues between systems.
- Highly organized, detail oriented, and able to document operational requirements, playbooks, and training materials.
