Position Overview

The role holders primary responsibility is to monitor, coach, develop, support, and lead their team of Client Advisors to deliver world-class experiences through contact channels including voice, email, and a full range of messaging platforms. Your team will deliver an omni-channel experience that guides clients into our retail locations, supports them on Tiffany.com and offers a full virtual buying experience. Your KPIs are centered around employee performance, client experience, sales and the client outcome. You will be a dynamic, collaborative, and inspiring leader of people who understands how to develop your team to become the best in the luxury industry.

Key Accountabilities

Business accountability:

Responsible to drive your team to achieve or exceed commercial and client experience targets every month and deliver luxury client service that drives lifetime value and loyalty.

Communicate the key business goals to the team in a simple, clear, and motivating way. Goals include the commercial target (Sales), and client experience goals (service levels, client experience, client satisfaction, NPS). Track progress of the team towards the goals and identify with the team gaps, opportunities, and success stories to drive behaviors and actions that will get the team to meet or exceed the target. Understand and analyze business insights and client profiles, looking at internal and external trends to ensure your team remains ahead of goals. Deliver team leadership in day-to-day business activities, play an active role in supporting and helping the team manage client conversations and relationships, and always role modeling positive behaviors.

People management:

Hire and retain the best talent to ensure a winning team and create best in class luxury client experiences. Network and recruit to build a pipeline of diverse, highly skilled talent. Continuously teach, coach behaviors, and provide feedback to your team to drive performance excellence and elevate client experiences and client relationships across all client touchpoints. The team lead will listen and assess each Client Advisor monthly additional to the learning teams weekly quality monitoring program, and provide live coaching to elevate client experiences and behaviors. Continuously communicate 360 brand and business strategies and context to the team and gather inputs from the team on client trends and topics. Lead regular cadence of team huddles/meetings/1-2-1s. Manage performance issues and capability gaps proactively and timely.

Client experience:

The role holder is responsible for ensuring their team always delivers world best luxury client experiences that drive loyalty and long-term lifetime value.

Continuously elevate the level of client experience delivered by the team through continuous coaching of behaviors, ways of working and best practices. Closely monitor the quality of the client experiences through the internal assessment and external inputs (Voice of Client) as well as analyzing 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. Identify and execute and share efficiencies and best practices. Monitor productivity and schedules of team members and provide inputs / partner with resource planning to optimize team resource allocation as needed to support client demand and sales. Ensure compliance with all internal control procedures.

Qualifications

Required

Minimum of 3 years of Team Management. Previous experience in Contact Centers, Retail, Hospitality, Automotive or similar. Demonstrable experience leading teams that build lasting client relationships, deliver on sales growth against challenging targets and know how to always put the client first. Flexibility to work non-traditional hours, including days, nights, weekends, and holidays. Proficiency with Microsoft Office and ability to quickly learn new systems (i.e., Salesforce). Flexibility to work in various locations and confidence to meet clients in retail locations. Must have authorization to work in the United States or in the country where the position is based.

Preferred

Luxury Jewelry Retail experience