Tiffany & Co.

Manager – Global Client Development Capabilities

US-NY-New York
3 months ago
Req #
32776
Category
E-Commerce

Overview

The Manager of Global Client Development Capabilities will be responsible for developing, launching and optimizing key technology capabilities & tools to enable Tiffany & Co’s client development strategy. These include in-store clienteling platform, customer information capture tools, and other clienteling related capabilities used by retail sales managers and sales professionals. In addition, the Manager will support other client development initiatives including performance tracking and measurement, retail training & communications, and the development of policies and procedures.

 

The manager will be a key contributor to driving a high performance client development culture at Tiffany & Co and report to the Director, Global Client Development, within the Global Customer & Omnichannel team.

 

This role will partner with the central IT & Global Sales Operations functions, as well as with the worldwide regional retail teams, to develop & execute the initiatives.

Responsibilities

Manage the development of new platforms and functionalities to increase the sales team’s clienteling abilities & support Tiffany & Co’s client development strategy.

  • Identify opportunities to improve the identification, understanding & management of Tiffany’s existing and prospective clients through new retail-facing platforms and functionalities.
  • Prioritize all business needs and refine the capabilities roadmap in partnership with leadership team.
  • Develop business requirements for all new capabilities & tools.
  • Monitor and ensure the requirements are translated into the final design through participation in UAT in partnership with IT & Global Sales Operations.
  • Develop retail training guides to ensure full understanding and adoption of the new tools in partnership with IT.
  • Manage regional communications and work sessions to solicit inputs, gain alignment, and manage the successful implementation, including training.
  • Conduct regular assessments to evaluate adoption & effectiveness of all capabilities & tools through reporting, surveys and in-store evaluations, and translate the findings into actions & recommendations.
  • Manage system issues in partnership with IT & Global Sales Operations. 

Manage various client development initiatives including:

  • Partner with IT teams and gain inputs from the worldwide regional teams to develop reports in order to track, measure and evaluate client development and data capture performance and make recommendations for action
  • Own monthly and quarterly executive reporting
  • In launching new functions, collaborate with Global Systems Training to develop retail training and communication plan
  • Develop policies and procedures to enforce appropriate and effective usage of the systems and related functions and data in partnership with Global Sales Operations  

 

Qualifications

  • Bachelor’s Degree with 5-8 years related work experience
  • Experience with Client development capabilities and tools used by Sales Professionals in-store
  • Superb project management expertise including excellent multi-tasking, prioritization and organization skills
  • Excels at partnering cross functionally including with Retail Sales, eCommerce, IT, vendors/consultants and multiple global counterparts to launch and maintain projects on track
  • Comfortable with ambiguity and creating processes in complex environments to drive progress
  • Pro-active with a “get-it-done” results-driven mentality
  • Very strong written and oral communication skills
  • Proficient with Microsoft Excel (Pivots, vLookups), Microsoft Power Point, Word, Outlook
  • Skilled at and enjoys manipulating and understanding data and extract recommendations/propose enhancements

Preferred Qualifications:

  • Customer management related experience e.g. hospitality, private wealth management

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