Tiffany Service Centre Manager

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 Are you interested in Tiffany Service? Do you love making a difference? The Manager, TSC oversees a team of administrative and technical employees providing internal client service, repair and alteration services of Tiffany merchandise. The Manager is responsible for leadership and execution of servicing by providing repair and alteration of Tiffany merchandise. The Manager is responsible for the day-to-day operations of the service center through staff and workflow management. The Manager ensures client inquiries and service orders are systematically and physically processed to meet established service levels and with maximum efficiency. Responsibilities include oversight of administrative and technical employees; maintaining a healthy and safe work environment, partnership with third party vendors; support for all sales channels; leading change initiatives for the service center, financial oversight including department labor, freight, management of components parts, gemstones, and other precious materials. The Manager provides ongoing support, direction, and development for staff and assists with the development, implementation and monitoring of new processes and projects. In addition, the Manager is a facility key holder and is required to open or close the center. Responsibilities Inspire and Align an Agile Team to Win Leverage all existing talent to comply with cost of labor budget Set and communicate clear and challenging goals. Reset expectations with individuals and teams as it relates to building a high-performance culture. Discuss team progress at least quarterly, while celebrating achievements, communicating shifting priorities, and reinforcing performance expectations. Foster an environment where leaders and managers provide on-going performance and development feedback conversations, while continually recognizing high performing behaviors and addressing performance issues in a timely manner. Conduct performance reviews, manage staffing, provide training, address conflicts, and maintain a high standard of service quality with a target of 92% approval and less than 2% comebacks. Create an inclusive culture that inspires all team members by demonstrating that you value all forms of diversity while cultivating a strong sense of team. Enhance client experience by maintaining a 95% on-time performance, improving NPS, coordinating with sales teams, and addressing service priorities. Continuously develop management knowledge and capability through effective hiring, engagement, performance acceleration, coaching and development of an inclusive and diverse workforce. Explore opportunities to engage and learn with and from others (e.g., networking events, discussions, mentoring relationships, collaborating on a project, etc.); Act as a role model and proactively share knowledge and information with others and coach and/or mentor peers to ensure collective management growth and success. Strengthen Our Competitive Advantage Set goals that align with our luxury brand and meet our client’s expectations. Measure results, hold team and self-accountable. Identify obstacles/opportunities and propose suitable solutions Health & Safety: Implement and monitor safety protocols, conduct regular safety inspections, provide training, and maintain compliance with safety standards and documentation. Collaborate on project goals, create plans, track progress, and evaluate effectiveness after implementation. Understand and comply with all Tiffany & Co. Policies and Procedures, written department processes and verbal instructions, including but not limited to, Internal Audit and Human Resources policies, and Health and Safety best practices. Cultivate a more Efficient Operating Model Plan and forecast for your department taking into consideration historical trends in order to plan appropriately Financial Acumen: Understand your overall business in order to provide strategies for your department; partner with the financial and operations team as appropriate.Compliance Workflow management. ROI Analysis: Understanding the cost/benefit analysis of your actions. Implement and monitor safety protocols, conduct regular safety inspections, provide training, and maintain compliance with safety standards and documentation. Manage vendor relationships, negotiate contracts, oversee service scheduling, and track performance to ensure quality and timely delivery. Contingency Planning: Being mindful that the business is constantly changing, and your role is to provide contingency plans in order to still attain your financial goals. Qualifications: 5+ years’ experience in related industry College degree or above Experience leading a team Strong working English for verbal and written communication Proficiency with Microsoft Office (Word, Excel & Outlook) Good team player, detail oriented, independent, commit with a "can do" attitude Be able to work under tight schedule and pressure Flexible and able to work additional hours when business needs require Preferred: Prior experience in client service / retail experience an asset Retail and/or Client Service work experience #J-18808-Ljbffr