Tiffany & Co.

  • Manager, Americas Client Development Retail and Omnichannel Programs

    Location US-NY-New York
    Posted Date 2 months ago(11/15/2019 5:16 PM)
    Req #
    41158
    Category
    CRM
  • Overview

    The Manager, Americas Client Development Retail and Omnichannel Programs, will be a key contributor to Tiffany & Co’s Client Development Strategy, driving sales growth and ongoing loyalty from both new and existing customers.  The manager will be responsible for the development, strategic management and execution of retail and omnichannel client development programs in the Americas region. 

     

    This key position will collaborate and partner with the Director of Client Development and CRM, Americas to align and prioritize all Americas client development initiatives related to CD 100, tools and training, event execution, high- end and key client segment development to maximize business impact.   The Manager will work closely with Northern America Client Development Managers and Global CLII partners leading project management, socializing insights, championing best practices, and supporting the development of Focus Market businesses in partnership with Market Vice Presidents and Focus Market Directors. This role will communicate and collaborate cross-functionally to align Northern America client development initiatives to maximize ROI from Marketing, Public Relations, Events, and Merchandising opportunities.

    Responsibilities

    The manager will be responsible for:

    • Client Development Strategies & Platforms
      • Developing and maximizing retail one to one outreach programs with key client segments, aligning with omni channel activities and core client development strategy.
        • Create and implement an annual Americas Client Development activation plan
        • Partner closely with Market Client Development Manager to drive monthly retail and omni channel activations and deliver regional objectives.
      • Effectively developing and implementing retail client development plans to key brand events, marketing campaigns, and client touchpoints throughout the year.
      • Developing, managing and driving adoption of innovative client outreach tools that drive ongoing relationships and lifetime loyalty and value of Tiffany clients.
    • Tools, Training and Communication
      • Develop, manage and communicate tools and assets to support retail, direct sales and e-Commerce teams drive proactive client outreach across defined client segments
      • Develop CD 100 annual project management plan to optimize deployment of initiatives and tools that support Northern America sales strategy
      • Develop CD 100 monthly retail activation focus and execute through Super Champion network
      • Collaborate cross functionally with Public Relations, Events, Personal Shopping, TFB and Marketing teams to ensure we leverage assets and resources to drive deeper client loyalty and lifetime value across customer segments
      • Provide monthly KPI performance insights to Northern America Client Development Managers
    • Reporting and Analytics
      • Oversee CIM analyst
        • Manage daily activity and output
        • Develop monthly reporting cadence
        • Analyze monthly reporting to draw insights
      • Provide monthly KPI reporting analysis and insights to share with Senior Leadership

     

    • High-End Business Development and Top Client Relationship Management
      • Develop and execute strategy for Northern America High-End Business Development
      • Analyze current database in partnership with CLII team to ensure proper identification and cultivation of Northern America’s highest value and highest opportunity clients
    • Event Planning, Execution and Tracking
      • Support Market Client Development Managers with tools, assets and strategies to reach and develop targeted client segments during events.
      • Track and communicate insights and ROI
    • Business Development
      • Collaborate with Director, Client Development, Market Vice Presidents and Focus Market Directors to develop strategic commercial plans for our highest potential markets
      • Develop and implement strategy for “Client Development Hubs of Excellence” to leverage flagships as global hubs for hosting elevated events and experiences that drive loyalty and value of high value and high potential clients.

    Qualifications

    • 5-10 years of prior experience in a luxury/hospitality retail, or CRM
    • Multi-channel experience (email, mail, digital, e-Commerce) & retail Clienteling
    • Successful track record of managing and influencing cross-functional teams including IT, Retail Sales, ecommerce, vendors/consultants and multiple global counterparts to develop, launch and scale new initiatives
    • 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
    • Infectious energy for building innovative customer experiences and passion for nurturing long-term customer loyalty
    • Hands-on, “get-it-done”, results-driven mentality
    • 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.
    • Experience of working in international business environment(s). 
    • Strategic thinker with high analytical skills
    • Goes beyond given role/anticipated path to achieve bigger results.
    • A collaborative team player, while being a reliable project owner
    • Continuously look for opportunities to drive effectiveness and efficiency
    • High sensitivity or passion for luxury/lifestyle brands from consumer’s and marketer’s point of view

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