Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers! As a member of the Customization department, you’ll work with a wide range of customization options, from minor style adjustments to fully personalized designs, allowing you to help jewelers craft one-of-a-kind pieces tailored to their clients!
As a Private Manufacturing Program Manager, you will serve as the first point of contact for new and unassigned business opportunities, guiding customers through discovery, project qualification, and onboarding. This role focuses on understanding customer goals, identifying the best manufacturing solutions, and creating a seamless experience from initial inquiry through project launch. Success in this position requires strong communication skills, business acumen, organization, and a consultative approach to customer relationship management.
Key Responsibilities
- Lead customer discovery conversations to understand business objectives, product opportunities, and manufacturing requirements.
- Evaluate project submissions and guide opportunities through the vetting process to determine the appropriate project tier and workflow.
- Manage Salesforce and online project submissions, ensuring complete and accurate information for successful project launches.
- Prospect and onboard high-potential customers and design opportunities within the Custom Manufacturing business.
- Partner with Development and Production Managers to align project timelines, estimates, specifications, and customer expectations.
- Collaborate with leadership to support pricing model development and estimate calculation tools.
- Develop and maintain customer journey strategies that support onboarding, engagement, and long-term customer success.
- Partner with cross-functional teams including Marketing, Business Analytics, CAD/CAM, Customer Experience, and Customer Segments to create targeted growth initiatives.
- Monitor and maintain a healthy opportunity pipeline while identifying opportunities for future growth and business expansion.
- Prepare and deliver weekly reports on project performance, timeline targets, and business development metrics.
- Present customer journey insights, project updates, and business performance results to internal stakeholders.
Basic Qualifications
- Bachelor's degree or equivalent combination of education and relevant professional experience.
- Experience in business development, account management, project management, customer success, or a related field.
- Strong communication, presentation, and relationship-building skills.
- Exceptional organizational skills with strong attention to detail and follow-through.
- Ability to manage multiple priorities while maintaining a high level of customer service.
- Strong problem-solving and decision-making skills.
- Self-motivated with the ability to work independently and collaboratively.
- Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Outlook.
Preferred Qualifications
- Three or more years of experience in business development, account management, customer success, or project management.
- Experience working in a manufacturing, product development, wholesale, retail, or custom production environment.
- Experience using Salesforce or other customer relationship management (CRM) platforms.
- Experience managing customer onboarding and long-term account growth strategies.
- Strong analytical skills with experience reporting on pipeline performance, business metrics, and project outcomes.
- Passion for building long-term customer relationships and identifying opportunities for business growth.
