Tiffany & Co.

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Manager–Client Development & Customer Data Management

Manager–Client Development & Customer Data Management

Req # 
34741
Location 
US-NY-New York
Posted Date 
2/2/2018
Category 
E-Commerce

More information about this job

Overview

The Manager, Client Development & Customer Data Management, will be responsible for taking Tiffany’s global omnichannel customer data management to the next level focusing on optimizing the customer data framework & processes in light of evolving business & regulatory needs, and developing the required capabilities, policies & procedures and reports for the global regions. The manager will be the business lead partnering with Global IT, Sales Operations, Legal, as well as the worldwide regional client development and customer information management teams across the various project management phases from development to implementation.

 

The manager will report to the Director, Global Client Development, within the Global Customer & Omnichannel team. As a key contributor to Tiffany’s global client development strategy, and driving sales growth from new and existing customers, the manager must exhibit strong understanding of customer data and its current & future clienteling applications, resourcefulness to shape the holistic data ecosystem from capabilities to retail policies, procedures & communications, and hands-on project management, reporting & analysis.

 

 

Responsibilities

Customer Data Management

Business lead in prioritizing business requirements to drive the evolution of our omnichannel global customer management processes, system enhancements, policies & procedures and reporting by partnering with cross functional teams (i.e. IT) to identify and prioritize needs, develop solutions, launch and track compliance and effectiveness. 

  • Project manage customer data initiatives to address new business & regulatory needs, working closely with cross functional global teams.  
  • Increase the contactable global customer base and overall quality and comprehensiveness of the client information to improve marketing and clienteling.
  • Business lead on multisystem updates necessary to support changes in privacy regulations.
  • Identify additional opportunities to drive higher client development performance and robust data capture via customer information system enhancements, process changes, data management updates and training.
  • Lead efforts to investigate & resolve data challenges through clear identification of scope, impact & evaluation of resolution options.

Project Management

 

Data Analysis & Reporting

Utilize and develop reports in order to track, measure and evaluate client development, data capture and data management performance and derive actionable recommendations.

  • Lead cross functional team to create new reports for corporate, regional and store teams such as reporting to monitor data quality, completeness and data management.
  • Obtain critical inputs from the global & regional teams to inform report enhancement & development prioritization.
  • Monitor and ensure the requirements are translated into the final design through participation in UAT in partnership with IT & Global Sales Operations.
  • Inform key decisions through ad hoc data analysis using Tableau and Business Objects Analyze findings and develop actionable insights to drive retail practices & behaviors.

Training & Communication

Inspire best in class customer data management practices and strong client development report usage through innovative retail trainings, policies & procedures and ongoing communication.

  • Lead quarterly forums to drive customer data management best practices across global markets.
  • Manage the development and enhancement of all related training materials, inclusive of a holistic retail training and communication plan.
  • Develop policies and procedures to enforce appropriate and effective usage of the systems, functions and data. Partner closely with regional teams to reinforce on an ongoing basis to drive desired behaviors.

Qualifications

Required Qualifications:

  • Bachelor’s Degree with 5-8 years related work experience
  • Strong experience with Customer Database Management
  • Superb project management expertise including excellent multi-tasking, prioritization and organization skills
  • Experience partnering with analytics and IT to drive data management.
  • Excels at partnering cross functionally including with Retail Sales, eCommerce, IT, vendors/consultants and multiple global counterparts to launch and maintain projects on track
  • Track record of high impact management in matrix environment
  • Comfortable with ambiguity and creating processes in complex environments to drive progress
  • Pro-active with a “get-it-done” results-driven mentality
  • Ability to effectively drive decisions through outstanding written and verbal communications
  • Experience with data query tools such as Microsoft Access and business objects
  • Proficient with Microsoft Excel (Pivots, vLookups), Microsoft Power Point, Word, Outlook
  • Skilled at and enjoys manipulating and understanding data and extract recommendations/propose enhancements
  • Strategic & creative thinking

Preferred Qualifications:

  • Experience with marketing / client development applications.

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