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Director, Client Services- the Americas
Tiffany & Co.
Parsippany
Luxury Watches and Jewelry
Full time
Posted 2 weeks ago
Copied
Market: NJ - Northern
Industry Segment: Luxury Watches and Jewelry
Category: Customer Service
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Position Overview:

Tiffany & Company is looking for an experienced & dynamic leader to take the Tiffany & Co. Client Services Center to the next level. You will be responsible for managing the 150+ people client services team that handles all contacts and conversations with clients contacting Tiffany & Co. across channels. Your mission will be to deliver best-in-class luxury service to build long-term client relationships, as well as to drive remote selling and deliver business growth. You will be responsible for driving process improvements in operations and resource planning, elevating the client experience, driving innovations in remote selling, and building a clienteling culture and capabilities.

Reporting to the VP of Digital Commerce & Omnichannel, you will manage a team of 150+, with 4 direct manager reports.

Key Accountabilities:

Business Ownership:

Lead daily operations of the Client Services Center to deliver exceptional client services and sales growth

  • Scope of the Client Services includes all client contacts across phone calls, chats, email, Sms, social.
  • Outline client service goals and Kpis for the team, and ensure these goals are achieved: service levels, productivity, client satisfaction, sales growth.
  • Manage the day-to-day operations across all Client Services functions.
  • Build a simple and effective daily/weekly/monthly tracking of key metrics to optimize performance continuously: service levels, sales performance, productivity, client satisfaction.

Team:

Drive improvement in resource planning, hiring, and training processes

  • Build robust resource planning and staffing processes, to ensure the right level of hiring and staffing based on contact volume, sales target, and service level goals.
  • Cultivate a pipeline of talent: improve the hiring & onboarding approach, build new learning, development, and career growth opportunities to retain top talents.
  • Lead a team of 150+ and instill a culture of accountability, agility, and client-centricity.

Client: Establish a client-centric culture and foster partnership with rrscetail to deliver best-in-class omnichannel luxury experiences.

  • Design and implement a clienteling program to proactively outreach to digital/remote clients, and drive loyalty and lifetime value.
  • Champion and drive change towards more client-centric culture: continuously improve learning & coaching approach and quality standards.
  • Partner with global teams to prioritize and rollout new technologies and/or system enhancements and evolve into a more omnichannel Client Services center.
  • Stay on top of the evolution of client behaviors and expectations and market innovations and evolve Client Services offer and structure accordingly.

Required Qualifications:

  • 10+ years’ experience, previous Client Services Center experience is a must
  • People management skills: proven track record of managing large teams & developing talents
  • Extensive experience managing large operations: budget management, resource planning, risk management
  • Experience leading organizational and cultural change and transformation, high agility & collaborative approach
  • Understanding of the digital and omnichannel ecosystem and technology stack
  • Experience / knowledge of: Salesforce, web analytics and Oms systems
  • Client-centric approach and mindset

Preferred Qualifications:

  • Retail & Luxury experience

About Tiffany & Co.

In 1837 Charles Lewis Tiffany founded his company in New York City where his store was soon acclaimed as the palace of jewels for its exceptional gemstones. Since then TIFFANY & CO. has become synonymous with elegance, innovative design, fine craftsmanship and creative excellence. During the 20th century fame thrived worldwide with store network expansion and continuous cultural relevance, as exemplified by Truman Capote’s Breakfast at Tiffany’s and the film starring Audrey Hepburn.

Today, with more than 13,000 employees, TIFFANY & CO. and its subsidiaries design, manufacture and market jewelry, watches and luxury accessories – including more than 5,000 skilled artisans who cut diamonds and craft jewelry in the Company’s workshops, realizing its commitment to superlative quality.

The Company operates more than 300 TIFFANY & CO. retail stores worldwide as part of its omni-channel approach. To learn more about TIFFANY & CO. as well as its commitment to sustainability, please visit tiffany.com.

Director, Client Services- the Americas
Tiffany & Co.
Parsippany
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Director, Client Services- the Americas
Tiffany & Co.
Parsippany

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