Overview
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 while dreaming of our future. We are looking for thoughtful, curious, and optimistic talents, seeking to deliver excellence and to contribute to Tiffany & Co.’s continued legacy.
The Retail Learning Coach in the Southeast Market, based in Miami, will be dedicated to an area of key stores, to ensure consistent, exhibited behaviors, as they relate to client experience, client relationships and selling skills, in accordance with brand expectations, upholding our purpose, values and competencies.
In partnership with store and market leadership, this role will lead the overall coaching strategy of designated stores, as aligned with Tiffany & Co. North America Retail Excellence and directed in market by the Market Vice President, Market Sales Directors and reporting directly to the Retail Learning Manager.
Responsibilities of Role:
Performance-based Coaching:
- Work directly with Client Advisors and Team Managers on the sales floor, leading in the moment coaching and feedback on the client experience, relationships, selling and leadership skills & behaviors, 90-100% of the time.
- Measured by Key Performance Indicators, including (but not limited to): sales (core focus), AUR, Conversion, Mystery Shop, Net Promoter Scores, Client relationships, clienteling and appointments.
Leadership, Guidance and Influence:
- Approach coaching with curiosity and optimism. Recognizing the positive contributions and progress when exhibited.
- Motivate and inspire the team to strive for excellence, and reach their potential, through consistent, daily behaviors.
- The Coach will work with Store Directors and Team Managers to help develop 30-60-90 coaching plans for mid-to-low performers.
- Determine approach to drive the performance and behaviors of identified individuals.
- 1:1 coaching on the sales, in store, and sit on one-to-one Team Manager led touch bases
- Monitor progress and tracking weekly, monthly, in conjunction with the 30-60-90 for each Coachee
In partnership with Team Manager:
- *Team Manager & Store Director ultimately accountable for the follow up and consistency of behaviors for Coachee overall.
Learning Sustainment:
- Ensure training programs translate to in store, daily behaviors.
- Assess post-training application and work with store leaders evolve behaviors.
- Determine needs at a store and one to one employee level to target needs.
- Identify sales floor based, skill building exercises and workshops (micro lessons) to practice skills & behaviors as per Tiffany & Co. programs and resources.
- Drive adoption of Tiffany Wonder eLearning platform and application of knowledge to role.
- Participate, attend, and lead training sessions, to understand sustainment required in store.
New Hire Onboarding:
- Ensure adoption and application of Tiffany & Co. Client Experience and Selling expectations
- Assimilation of new hires in role
- Support facilitation of onboarding for designated stores on a quarterly basis
Your Profile:
- Minimum 3-5 years of prior retail experience in luxury environment or elevated client-related experience. Prior roles should include sales and people leadership (example: Team Manager, Store Director, Multi site / Market Business Partners)
- Passion for luxury retail environments; jewelry / watch expertise is a plus
- Proven track record in sales, client relationships & loyalty, leading teams, and performance based coaching
- Inspiring and trusted leader, able to guide, empower and support teams
- Proven ability to partner and collaborate with headquarters and market teams to share feedback and influence store needs
- Ability to assess retail KPI’s and their correlation to coachable behaviors.
- Organized and efficient, with experience in driving change, tracking results and behavior impact
- Show attentive listening with interpersonal skills and communicative optimism
- Ability to facilitate and present, effectively communicate and influence outcomes
- Networking, leadership and interpersonal skills
- Flexibility to work varied shifts, including days, nights, weekends, and holidays
- TRAVEL up to 65%.
