The Manager, Service Delivery, supports all aspects of service delivery by overseeing the day to day operations of the Customer Relations & Internal Store Support teams. The Manager provides direction, training and guidance to the department in their interactions with customers via phone, e-mail, or written correspondence with the objective of delivering customer resolutions and service excellence. The Manager is responsible for meeting established performance goals and manages the performance of the team members. This position is also responsible for managing the department costs as it relates to accommodations and supplies. In addition, the Manager contributes to the company's success through ongoing process improvements that are aligned with the company's objectives.
Talent Management - hold employees accountable in order to meet our business goals and customer's expectations.
*Provide leadership to teams by setting clear expectations and holding our teams accountable to these expectations.
*Commitment to hiring top talent that can grow one or two levels.
*Develop current talent by closing skill gaps in order to maximize staff potential through projects and stretch assignments.
*Effectively and appropriately manage poor performance.
*Collaborate with and influence Assistant Managers to coach and develop staff; effectively delegate work.
*Cross-train our staff department and facility wide in order to create a more flexible work environment and potential career paths.
Quality and Service Excellence - Deliver the Tiffany Experience.
*Identify and set goals that align with our luxury brand and meet our customer's expectations.
*Measure results through regular reporting an analysis. Use insights to drive performance and production to meet the demands of the business.
*Drive accountability for self and influence cross-functionally to ensure achievement of common goals with a customer experience focus.
*Document processes to ensure consistent standards across the function and identify opportunities for improvement of workflow, service delivery and/or individual accountability.
*Health & Safety - partner with the Benefits & Wellness Advocate in addition to the Health & Safety committee to create a healthy and safe workplace (i.e. - encouraging stretching, arranging for ergonomics assessments, breaks, etc.), translating into improved service.
Fiscal Responsibility - Own your business.
*Plan and forecast, taking into consideration historical trends in order to plan appropriately.
*Financial Acumen - understand our overall business in order to provide strategic and informed recommendations for efficiencies; partner with the financial and operations team as appropriate.
*Ensure compliance with operating practices and policies.
*Efficiently manage workflow to optimize resources and performance metrics.
*ROI Analysis - understanding the cost/benefit analysis of our actions.
*Contingency Planning - adapt to constantly changing busines and provide contingency plans in order to attain our financial goals.
Minimum 2-3 years management experience
Strong computer skills in Microsoft Office applications (Excel, Word, PowerPoint)
Strong analytical skills
Strong verbal and written communication skills
Strong interpersonal skills
Ability to interact effectively with management
Sound decision making skills
Self motivation with a strong drive for achievement
Ability to prioritize and work in a highly dynamic, fast paced and team-oriented environment