Client Relations Manager, Malaysia

Tiffany & Co.
Kuala Lumpur, Malaysia
17 May 2022
01 Jun 2022
Full Time
The Client Development Manager is a crucial role to drive sales of High Net Worth Clients by maximizing high ticket sales opportunities through intensified Clientelling efforts and events participation. Key role in developing active and lapsed high potential clients and recruiting new High Net Worth Customers to achieve overall sales targets.

Grow and develop new High Jewelry Clients and the High Jewelry business in Malaysia

- Maximize high ticket sales opportunities through intensified clienteling efforts and events participation

- Strengthen and cultivate relationships with new high-jewelry customers to meet HJ + Exceptional sales annual sales plan

- Optimize all customer engagement opportunities relating to key business initiatives

- Consistently, accurately and appropriately capture all customer data and all actions taken in support of building and developing lasting client relationships

- Work with Marketing on CRM program for our top Tiffany Registered customers

- Leverage customer reports to understand customer demographics, purchasing trends and patterns to develop effective sales strategies

- Develop a strong knowledge of store High Jewelry/UHNW Business

- Maximize the resources, e.g. selling event opportunities, to achieve sales goals

Customer Development and Prospecting

- Assess local market opportunities to implement effective strategy to prospect right networks to cultivate new high jewelry clients with marketing team

- Identify VIP customers of other luxury brands, create st r ategies to outreach to such individuals and execute outreach

- Understand and know your assigned portfolio client list, delicately execute client discovery depending on client relationship, share during cross-functional team meetings involving Management, CD cross-functional team

- Provide weekly report on outreach contacts made to date and any sales update

- Collect Market and competitor insights to share with Management and Store leaders

Service Excellence & Customer Focus

- Consistently provide exceptional customer service and experience in all customer interactions, in-store and outside the store

- Provide support to resolve customer complaints and special situations as they arise, in-store and outside the store

- Demonstrates professionalism and champion's customer focus as one of the Statement/HJ Ambassadors in Malaysia. Works with other internal departments to support company objectives including: CRM Asia Pacific, Merchandising and Marketing.

Customer Relation Management

Work together with the Marketing Manager to:
  • Drive marketing programs to support client recruitment and development
  • Customer segmentation analysis with correlating program design and implementation
  • Data and system platform management
  • Develop country specific CRM program under the guidance of central and regional marketing
  • Perform Customer Information Management (CIM) tasks
  • Work closely with Market Leader and Store Management to drive CRM programs and tools and ensure effective deployment to drive sales, recruitment and retention
  • Develop country specific CRM programs under the guidance of regional CRM/Marketing. Provide training as needed as well as communication support on CRM topics to Store team
  • 5+ years of retail/relevant business development experience in luxury industries preferred [ e.g. Luxury Retail, Private Banking]
  • Possess the passion for Tiffany & Company brand to share knowledge on a range of products, stones, history and services to convey Tiffany & Company heritage and values
  • Driven, energetic and independent. Thrives in meeting new people
  • Possess a full understanding of the Malaysia marketplace and client demographic, an established client book - highly desirable
  • Strong negotiation skills with excellent verbal and written communication and interpersonal skills
  • Proficient in MS Office, computer knowledge
  • Fluent English & Bahasa Malaysia Language
  • Degree in Business Administration, Marketing or equivalent is preferred
  • Solid knowledge base on gemstone, jewelry and timepieces - GIA Certification is a plus


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