Client Care Center Manager | 12 month contract | Sydney Head Office

Job Description

Overview

The Blue Box.

Tiffany & Co. have defined luxury-style, the exemplary innovators renowned for the world’s most exquisite designs.

From our designs to our people, we dare to push the boundaries of what is possible – what in our imaginations could possibly exist within the Blue Box? It's this ingenuity and creativity that has made Tiffany & Co. the world’s most recognizable luxury brand.

A rare opportunity has arisen for a skilled and qualified individual to join our Client Care Center team as a Manager for a 12 month contract. As the CCC Manager, you will be based at our Sydney CBD Head Office and reporting directly to the Omnichannel Director.

Responsibilities

Since 1837. Join the Legacy.

As our Digital & Omnichannel business continue to grow, we are offering a rare opportunity for a client experience leader who is striving for a career in innovation and excellence.

The Client Care Center is an internal team that collaborates cross-functionally with functional departments and stores to ensure a 360-degree Omnichannel client experience. Based at our Sydney Head office and reporting to the Director, Digital Commerce & Omnichannel, this role will put clients at the center of the business by leading a team of 20 Client Care Advisors who will be the first line for all contact for eCommerce and Retail clients. It's the fastest growing team at Tiffany with a triple digits growth!

This role is accountable for the daily performance of the Client Care Center ensuring operational luxury excellence and the coaching of a high performing team to ensure the achievement of sales & service targets.

Your responsibilities:

• Develop a strong multimodal (telephone, live chat and email) business to deliver the annual sales plan & service KPIs.
• Provide coaching and leadership to a high performing team motivating them to provide the best level of service to our clients.
• Identify new opportunities to improve business performance, create increasingly personalized services and ultimately bring new revenue for the business.
• Plan, review and analyze business needs, productivity and KPIs and provide business insights to create work plans that meet the changing needs of our clients.
• Strong ability to develop cross-functional relationships in fast-paced environment.

Qualifications

A career with Tiffany? Say Yes.

To be successful in this role, you will:

• Have strong business acumen with over 5 years of experience in retail, hospitality, call center or multimodal (telephone, live chat and email) environment.
• Demonstrate strong people management and coaching skills with the ability to lead and motivate a large team.
• Be methodical, efficient and able to multi-task with solid organizational and time-management skills.
• Be proactive and able to show initiative to think outside the box and develop innovative solutions.
• Have flexible working availability, including evenings and weekends.

LI-RS1

Why Tiffany?

• Generous salary package, employee merchandise benefits and many more
• Great learning and development opportunities
• Join the largest luxury conglomerate in the world: LVMH!
• Flexible working policy
• Collaborative work environment in our luxury offices in the heart of Sydney.

This is just the beginning!