Client Relations & Systems Director

Location: 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 Us

We 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 Role

This 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 Responsibilities

• Manage 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 completion
• Manage waitlists, timelines, and client expectations with clarity and care
• Support sales conversion and ensure a high-touch, luxury client experience

Project & Order Management

• Oversee all custom and production timelines
• Track projects from design through production to delivery
• Coordinate between clients, designer (founder), and vendors
• Ensure all orders are accurate, on time, and properly documented

Systems & Operations

• Own 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 date
• Identify inefficiencies and implement process improvements
• Create and maintain SOPs for all client and operational workflows

Reporting & Optimization

• Provide weekly reporting and insights
• Continuously improve systems to increase efficiency and profitability

Who You Are

• Highly organized and systems-oriented
• Exceptionally detail-oriented and proactive
• A strong communicator who can balance warmth with clarity and boundaries
• Comfortable managing both people and technology
• Calm under pressure and able to juggle multiple high-value client projects
• Solutions-focused—you don’t just identify problems, you fix them
• Interest in jewelry and design

Required Experience

• 3–5+ years in operations, client services, or project management
• Experience with CRM systems (Zoho strongly preferred)
• Experience managing high-touch or luxury client experiences
• Familiarity with ecommerce and/or custom product workflows

Bonus Experience

• Jewelry industry experience (custom or bridal strongly preferred)
• Experience with Shopify, Zoho CRM, Bookings, Zoho Campaigns, Zoho Flow
• Background in startups or small, fast-growing businesses

Success in This Role Looks Like

• Clients feel informed, cared for, and confident at every stage
• Projects run on time with minimal founder intervention
• Systems are clean, reliable, and scalable
• The business can operate smoothly even during extended founder absence

Compensation

• Salary: $20-30/hr (based on experience)
• Performance-based bonuses tied to sales and operational efficiency
• 401K with 4% matching after 6 months

To Apply

Please submit your resume and a brief note explaining:

• Your experience managing client relationships and systems
• A process or system you built or improved