Summary
Manage day-to-day operations, systems, and performance of the Virtual Sales and Clienteling team, ensuring advisors have tools, data, processes, and cross-functional support to deliver a luxury client experience and drive revenue. Partner with Marketing, Tech, Logistics, Finance, and E-commerce to maintain program execution, reporting, and continuous improvement. Lead training, enablement, and playbook maintenance for inbound calls, chat, and outbound outreach.
Responsibilities
- Develop strategic framework and success metrics for the virtual clienteling program.
- Manage daily operations and workflow of the Virtual Sales and Clienteling team.
- Maintain team playbook and support advisors with tools, leads, campaign materials, and reporting.
- Coordinate with Marketing, CRM, Creative, and Email teams for scripts and outreach calendars.
- Maintain dashboards and provide weekly and monthly performance reporting to leadership.
- Oversee data flow between Salesforce, OMS, and E-commerce platforms and troubleshoot sync issues.
- Manage order entry workflows and gifting and special-order processes.
- Configure and maintain CRM workflows, data hygiene, and tagging standards.
- Conduct audits, identify bottlenecks, and propose optimizations.
Requirements
- Proven experience in sales operations or CRM operations, preferably with clienteling programs.
- Experience configuring and maintaining Salesforce and OMS integrations.
- Strong analytical skills with experience building dashboards and reporting for KPIs.
- Project coordination and cross-functional communication experience.
- Experience with forecasting, capacity planning, and sales pacing analysis.
- Ability to develop training roadmaps and enablement materials for advisors.
- Detail oriented with experience ensuring data hygiene and operational quality.
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