Client Development Manager, South Asia Pacific

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At Tiffany & Co., joy is central to everything we do, from crafting our exceptional pieces to inspiring clients to express and celebrate the many facets of love. It’s a skill that we’ve been perfecting since 1837, one empowered by our daring vision and entrepreneurial spirit. Together, each generation of employees honor our past whiledreaming of our future.

The name Tiffany & Co. instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s great love stories.

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH
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A key part of the Omnichannel team that supports our retail network, the Client Development Manager aims to create emotional connections and joyous moments to celebrate each precious moment of our clients’ lives and inspire purchases. Our mission is to elevate and differentiate client engagement to increase client spend. We aim to instill an entrepreneurial spirit within our Retail and Client Care Center teams, equipping them with the tools and expertise to strengthen Clienteling. We work to bridge store and digital experiences to provide human connection, personalization and transparency that our luxury clients expect and demand of Tiffany.

Reporting to the Omnichannel Director, SAP, the Client Development Manager is responsible for defining and developing regional client strategies to enhance client recruitment, retention and engagement. S/he will partner with Global Client Development team and regional stakeholders to drive client ambitions to support commercial targets. This individual will animate the market client development community, developing retail store & Client Care Center teams to achieve Clienteling KPIs.

Responsibilities

Client Development Strategy
Lead the Regional Client Development strategy leveraging qualitative retail insight, voice of our clients and strong data driven results.

• Partner with Regional CRM to manage & optimize the retail clienteling program and establish market KPIs
• Partner with store leadership to build the store client strategy and local action plans based on client segmentation strategies. Develop and execute local client strategies rooted in exceptional client experience and Clienteling activation across retail to activate the client pyramid, in partnership with the Global Client Development & regional stakeholders.
• Define, track and champion annual Clienteling targets in partnership with Global Client Development.
• Develop and execute local client strategies rooted in exceptional client experience and Clienteling activation across retail to activate the client pyramid, in partnership with the Global Client Development & regional stakeholders.
• Partner across Omnichannel, Retail Excellence and Client Relations teams to activate client strategies, focused on 1:1 touchpoints in retail and Client Care Centers, with attention to Key Retail Doors and new store openings.
• Build local activations to increase client and prospect recruitment, with a focus on new client acquisition.
• Define local client journeys by client segments and personas to achieve ‘clienteling at scale’ through omni-touchpoints.
• Cultivate the Appointment culture to drive conversion at higher price points.

Retail Client Targeting & Management
Refine the region and local 1:1 client targeting strategy ensuring our sales teams reach the right client and the right time with the right message.

• Complement the global outreach and appointment strategy with local elements for specific needs to increase sales.
• Lead and champion the 1:1 clienteling strategy, partnering with the markets and stores to drive the maximization of outreach conversion rate by providing regular tracking, sharing best practices and focusing on low performers.
• Champion in-market understanding, adaptation, and roll-out of new/existing tools, data, training, and programs across retail stores and remote selling and Complement the Regional outreach strategy with local elements for specific needs to increase sales.
• Create local initiatives to acquire new clients and retain existing (including new store openings and store initiatives) to maximize client recruitment and retention.
• Follow-up of clienteling program sales/loyalty metrics performance; discussion/alignment on what’s working well and the directions for next month market by market
• Drive qualitative client information in the database: ensure accuracy and quality in data capture. Aligning with the Global team to set objectives on quantitative and qualitative data collection to champion to retail

Team Animation & Training
Build and animate the client development network and foster best practice sharing, and drive actions.

• In partnership with Retail Learning, drive clienteling behaviors and soft skills to emotionally connect with clients. Visiting top stores for in-store coaching.
• Deliver training presentations to retail / trade teams and conduct on-going training support and ad hoc coaching.
• Prepare sales team ahead of local events and consolidate potential client lists.
• Champion Clienteling behaviors and ambitions by leading the markets, measure and monitor Clienteling KPIs across Retail & CCC.
• Be the key regional partner for the Clienteling App, and ensure strong retail fit for use, share and articulate the ‘why’ behind all key calls to action.
• Share retail feedback, best practices, and competitive analysis with Global team to support development of new tools and initiatives.

Qualifications

• 8+ years of prior experience in Client Development or CRM management, preferably in luxury retail or hospitality
• Strong analytical skills and experience with CRM software (i.e. Salesforce, Cegid, PowerBI)
• Ability to use data to identify opportunities and translate into action plans
• Experience managing and influencing cross-functional teams
• Excellent communication skills and interpersonal skills, with the ability to build relationships at all levels
• Power BI
• Superb project management expertise including excellent multi-tasking, prioritization and organization skills

Preferred

• College/university degree, MBA is a plus
• Experience within the luxury retail environment