Tiffany & Co.

  • Client Development Manager - New York City

    Location US-NY-New York
    Posted Date 3 months ago(5/11/2018 2:31 PM)
    Req #
    35674
    Category
    Retail (Sales & Operations)
  • Overview

    The Manager, Client Development manages all retail clienteling activities and supports the Market Vice President and the NYC stores in building customer relationships and in driving sales. This role is the Market resource for all initiatives related to in-store Client Development, Top Client Management and Customer Events.

    Responsibilities

    In-Store Client Development:

    • Partner with clienteling experts to ensure North America client development strategy is consistently executed at the Market and store level
    • Drive performance against key client development KPIs, including Portfolio Client sales as a percentage of total sales, Portfolio Client repeat rate and overall repeat rate
    • Develop, implement and optimize new and existing client development capabilities and tools to reinforce in-store clienteling and Compass/CD100 usage
    • Develop outreach strategy in partnership with the Market Vice President and stores to target new, existing and lapsed clients
    • Strengthen and support the roll-out of clienteling skills, tools and systems training
    • Manage the Market outreach budget

     

    Top Client Management:

    • Support the proactive management of Tiffany Register and Portfolio Clients and ensure experiences are allocated equitably and/or strategically across the Market’s top clients
    • Ensure adequate client attendance at all Market and Regional TR events to achieve required ROI
    • Manage top client exceptional experiences, both Regional and Market (Blue Book, Masterpieces, Tiffany Salon visits, sporting events, etc.), which includes coordination with corporate, local execution and follow up
    • Engage new high potentials with strong engagement plan as well as identify partnerships to recruit new high potentials
    • Manage the Market gifting program and budget

     

    Northern America and Market Events:

    • In partnership with the Market Vice President, develop the Market’s customer event strategy to drive traffic and sales, to provide elevated experiences for top clients, to reach multiple client targets and to support the growth of key product pillars
    • Define the client targeting strategy for each customer event and ensure store teams are executing to it
    • Partner with the stores to execute the event and to ensure all event elements meet Tiffany brand standards
    • Develop and communicate Market event highlights, which evaluate event successes and make recommendations for elevating the client experience and increasing ROI
    • Manage Market events and donations budget

     

    Market Communication:

    • Serve as the liaison between the Market Vice President and store teams on all client development topics; share best practices and success stories to support consistency of expectations and execution
    • Partner with Marketing and Merchandising to better integrate corporate initiatives with store-level clienteling actions; act as the voice of retail at corporate for client development topics
    • Manage and update the market team site to ensure it is a relevant tool for store teams

    Qualifications

    • 3- 5 years of prior experience in a luxury/hospitality retail, event or marketing preferred;
    • Ability to partner and lead a project independently and remotely communicate updates to multiple stakeholders;
    • Ability to manipulate data and organize and disseminate that data to multiple stakeholders;
    • Ability to understand the Brand and the luxury, high net worth client and to lead the alignment of activities towards these objectives;
    • Ability to handle confidential information with discretion;
    • Must be highly organized and possess professional comportment and demeanor at all times;
    • Must possess impeccable communication skills, both written and verbal;
    • Must possess advanced proficiency in Microsoft: PowerPoint, Excel, Word and Outlook software;
    • Should possess the ability to analyze and interpret data with a focus on data presentation towards sales and service objectives;
    • Maintain a flexible schedule to support events and on occasion other market needs. Travel when necessary.
    • Must have authorization to work in the United States or in the country where the position is based.

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