Client Relations & Systems Director

Job Description Client Relations & Systems DirectorLocation: Cleveland, OH (Hybrid or In-Studio Preferred)Type: Part-time to start, with a clear path to full-time as the role and company grow. About UsWe are a Cleveland-based, woman-led fine jewelry studio specializing in custom engagement rings, heirloom redesign, and thoughtfully designed everyday pieces. Founded in 2013, our work blends craftsmanship, ethical sourcing, and a deeply personal client experience.As we expand our direct-to-consumer reach and scale our custom process, we are seeking a Client Relations & Systems Director to lead both the client journey and the operational systems that support it. The RoleThis is a hybrid leadership role combining client experience, operations, and systems management. You will own the full lifecycle of a client—from first inquiry through final delivery—while building and maintaining the systems that make that experience seamless, organized, and scalable.This role is critical delivering on the promises that our marketing makes. Key ResponsibilitiesClient Experience & Sales PipelineManage all inbound inquiries (custom, bridal, redesign, ready-to-wear)Qualify leads and guide clients through next steps (consult booking, education, expectations)Oversee client communication from inquiry through project completionManage waitlists, timelines, and client expectations with clarity and careSupport sales conversion and ensure a high-touch, luxury client experienceProject & Order ManagementOversee all custom and production timelinesTrack projects from design through production to deliveryCoordinate between clients, designer (founder), and vendorsEnsure all orders are accurate, on time, and properly documentedSystems & OperationsOwn and manage CRM (Zoho), scheduling (Zoho), and ecommerce integrations (Shopify)Build, refine, and maintain workflows and automations (Zoho Flow)Ensure all client and order data is accurate and up to dateIdentify inefficiencies and implement process improvementsCreate and maintain SOPs for all client and operational workflowsReporting & OptimizationTrack key metrics (lead response time, conversion rates, project timelines, revenue)Provide weekly reporting and insightsContinuously improve systems to increase efficiency and profitability Who You AreHighly organized and systems-orientedExceptionally detail-oriented and proactiveA strong communicator who can balance warmth with clarity and boundariesComfortable managing both people and technologyCalm under pressure and able to juggle multiple high-value client projectsSolutions-focused—you don't just identify problems, you fix themInterest in jewelry and design Required Experience3–5+ years in operations, client services, or project managementExperience with CRM systems (Zoho strongly preferred)Experience managing high-touch or luxury client experiencesFamiliarity with ecommerce and/or custom product workflows Bonus ExperienceJewelry industry experience (custom or bridal strongly preferred)Experience with Shopify, Zoho CRM, Bookings, Zoho Campaigns, Zoho FlowBackground in startups or small, fast-growing businesses Success in This Role Looks LikeClients feel informed, cared for, and confident at every stageProjects run on time with minimal founder interventionSystems are clean, reliable, and scalableThe business can operate smoothly even during extended founder absence CompensationSalary: $20-30/hr (based on experience)Performance-based bonuses tied to sales and operational efficiency401K with 4% matching after 6 months To ApplyPlease submit your resume and a brief note explaining:Your experience managing client relationships and systemsA process or system you built or improvedWhy this role excites youCompany DescriptionWe are a Cleveland-based, woman-led fine jewelry studio specializing in custom engagement rings, heirloom redesign, and thoughtfully designed everyday pieces. Founded in 2013, our work blends craftsmanship, ethical sourcing, and a deeply personal client experience.As we expand our direct-to-consumer reach and scale our custom process, we are seeking a Client Relations & Systems Director to lead both the client journey and the operational systems that support it.Company DescriptionWe are a Cleveland-based, woman-led fine jewelry studio specializing in custom engagement rings, heirloom redesign, and thoughtfully designed everyday pieces. Founded in 2013, our work blends craftsmanship, ethical sourcing, and a deeply personal client experience.\r\n\r\nAs we expand our direct-to-consumer reach and scale our custom process, we are seeking a Client Relations & Systems Director to lead both the client journey and the operational systems that support it.