Susie Saltzman Fine Jewelry

For 3.5 years, I led operations, marketing strategy, and content development across every touchpoint of the business, helping Susie Saltzman Fine Jewelry refine its customer experience, improve back end processes and workflows, and continue to scale with intention and increased efficiency.

Featured Project

I directed the strategy, flow, and launch of the semi-custom ring builder - a new primary service designed to bridge the gap between fully custom engagement ring design and ready-to-ship engagement rings.

This experience streamlines the customer decision-making design process while increasing scalability potential for the business behind the scenes.

I developed, documented, and implemented both the backend process systems, lead tracking, and client-facing communication processes & email automations to improve efficiency and ease the load of a lean team and improve the customer experience, pre- and post-purchase.

Improved Client Experience Regular evaluation of the client experience at every touchpoint to listen, improve, and meet them where they’re at. From an website flow overhaul to the launch of the semi-custom online ring builder, to email flows that remember their most special dates and nurture relationships long after a sale closes.

Stronger Systems Built the operational infrastructure that allows for more efficient workflows, backend processes for smoother onboarding as the team scales, less manual touchpoints, and a system that can now scale with the business.

Lasting Foundation Positioned the brand for long-term success with customer-focused marketing, consistent processes & back end automations, and an elevated, end-to-end brand experience.

-Susie Saltzman