Luxury Client Experience Manager

4 weeks ago

Singapore Tiffany & Co Full time

About the Role



The Team Manager, Client Care Centre, is a key role within Tiffany & Co., responsible for leading a team to deliver exceptional client experiences across all touchpoints, driving sales and lifetime loyalty.



Key Responsibilities




  • Drive the team to exceed commercial and client experience targets, delivering luxury client experiences that drive lifetime value and loyalty.
  • Communicate key business goals to the team, focusing on sales targets and client experience goals, including service levels, NPS, and mystery shopping.
  • Track progress towards yearly goals, identifying gaps, opportunities, and success stories to drive behaviors and actions that exceed sales and customer satisfaction targets.
  • Understand and analyze the business and client context, considering internal and external trends and ecosystem.
  • Develop and implement processes to improve data quality and client/prospect database development.
  • Coach the team to build meaningful and lasting relationships with top digital clients, remotely and in-person.
  • Develop and manage strategy for driving personalized experiences for digital clients.
  • Demonstrate business and team leadership, playing an active role in supporting and helping the team manage client activities and relationship role modeling winning behaviors.


People Management




  • Hire and retain top talent to ensure a winning team and create best-in-class luxury client experiences.
  • Continuously train, coach behaviors, and provide feedback to drive performance excellence and elevate client experiences and relationships.
  • Communicate 360 brand and business strategies to the team, gathering inputs on client trends and topics.
  • 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 through continuous coaching of behaviors.
  • Monitor quality through internal assessment and external client surveys, keeping an eye on competition and market best practices.
  • Address key gaps with specific action plans, partnering closely with the learning team.


Execution Excellence and Team Effectiveness




  • Ensure consistency with established operational procedures, identifying and executing efficiencies and best practices.
  • Drive client targeting initiatives, helping to identify new business opportunities with existing and prospective clients.
  • Monitor productivity and schedules of team members, providing inputs to optimize team resource allocation.
  • Ensure compliance with all internal control procedures.


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, Power Point, Client tracking systems, and Point of Sales (POS) system.
  • Previous experience in a luxury retail environment.
  • Previous supervisory/management experience.


About Tiffany & Co.



Tiffany & Co. is a leading luxury retailer, known for its iconic Blue Box and commitment to excellence. As a Team Manager, Client Care Centre, you will be part of a dynamic team that delivers exceptional client experiences across all touchpoints, driving sales and lifetime loyalty.



What We Offer



Tiffany & Co. offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a dynamic and inspiring leader with a passion for delivering exceptional client experiences, we encourage you to apply for this exciting opportunity.

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