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Luxury Client Experience Director

2 months ago

Singapore Tiffany & Co Full time
About Tiffany & Co.

Tiffany & Co. is a renowned luxury brand that has been synonymous with excellence and beauty since 1837. As a leading player in the luxury industry, we pride ourselves on delivering unparalleled client experiences that drive sales and loyalty.

Job Summary

We are seeking a seasoned Luxury Client Experience Director to lead our Client Care Centre team in delivering exceptional client experiences across all touchpoints. This is an exciting opportunity for a dynamic leader who can inspire and motivate their team to exceed sales and client experience targets.

Key Responsibilities
  • Business Accountability: Drive the team to achieve commercial and client experience targets every month, ensuring consistent delivery of luxury client experiences that drive lifetime value and loyalty.
  • Communicate key business goals to the team in a clear and motivating way, including sales targets and client experience goals (service levels, NPS, and mystery shopping).
  • Track progress towards yearly goals, identifying gaps, opportunities, and success stories to drive behaviors and actions that will exceed sales and customer satisfaction targets.
  • Understand and analyze the business and client context, looking at internal and external trends and ecosystem.
People Management
  • Hire and retain top talent to ensure a winning team and create best-in-class luxury client experiences. Network and recruit to build a pipeline of diverse, highly skilled talent.
  • Continuously train, coach behaviors, and provide feedback to the team to drive performance excellence and elevate client experiences and relationships across all client touchpoints.
  • Manage performance issues and capability gaps proactively and timely.
Client Experience
  • Ensure the team delivers best-in-class luxury client experiences that drive loyalty and long-term lifetime value.
  • Elevate the level of client experience delivered by the team through continuous coaching of behaviors.
  • Closely monitor quality through internal assessment and external client surveys, as well as keeping an eye on competition and market best practices.
  • Address key gaps with specific action plans, partnering closely with the learning team.
Qualifications
  • Dynamic, attentive, and inspiring leader who builds relationships with internal and external clients.
  • Experience in sales generation and managing the achievement of sales results of a team.
  • Non-traditional hours, including days, nights, weekends, and holidays.
  • Proven ability to develop new high-value clients and maintain existing client relationships.
  • Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, PowerPoint, client tracking systems, and Point of Sale (POS) system.
  • Previous experience in a luxury retail environment.
  • Previous supervisory/management experience.

Estimated salary: $120,000 - $180,000 per year, depending on location and experience.