CDI - Directeur(-trice) de boutique - Boulevard Waterloo (H/F)

Tiffany & Co.
Belgium, Belgium
Closing date
26 Apr 2023

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Full Time
Company Overview

Tiffany & Co. … the name instills images of True Love, Romance and The Blue Box. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world's great love stories. Tiffany & Co.'s rich heritage of celebrated artists, milestones and magnificent jewelry sets the foundation upon which our employees stand. Tiffany employees are passionate, kind and professionally committed. We continually educate ourselves about new merchandise collections, cultures and the evolving luxury market. Our respect and love for the brand creates a workplace like no other.

Tiffany employees honor every special moment in our customer's lives and every unique gift that commemorates their milestones. Every blue box holds an important story. We will discover and honor that story with our personal Tiffany Touch.

We expect our employees to deliver the Tiffany Touch to each and every customer and Tiffany is committed to creating an organization that recognizes and rewards excellence in service of this promise. For us, it is a dream to be associated with a company that is forever aligned with exquisite craftsmanship, timeless design and a dedicated commitment to corporate sustainability.

Position Overview

The Tiffany Sales / Store Manager will effectively lead, develop and support the sales team members of a store to meet and/or exceed sales plans and profitability targets. The ideal incumbent for this role will be a dynamic, attentive and inspiring leader who has mastered relationship building with internal and external clients; someone that could be called a mentor, a teammate, a coach, while setting expectations for unsurpassed customer service. The Sales / Store Manager is the sales leader, an individual that locally builds a climate of service excellence and client development by maximizing the performance of motivated, innovative, enthusiastic and engaged employees who are sales plan achievers. Through highly effective management, demonstration of the Tiffany Touch and ongoing support, they enable their retail team to manage and develop their client base, achieve sales goals and deliver consistently high levels of customer service. The Tiffany & Co. Sales / Store Manager's role is fast paced, demanding and exciting. As well as daily team supervision, they build relationships with clients, manage store systems and operations, develop strategies to ensure targets are met, and act as a brand ambassador.

The Tiffany Sales / Store Manager will exhibit the following competency skills:
  • Champions Customer Focus: Identifies barriers that impede great customer service. Develops new ways of enhancing the luxury customer experience for a global customer. Inspires the team to deliver extraordinary customer experience.
  • Inspires Innovation: Challenges the status quo and generates bold, innovative new ideas that differentiate Tiffany from the competition. Encourages and rewards curiosity and creative thinking in others.
  • Models Professionalism: Demonstrates and role‐ models integrity in all circumstances. Conveys a positive outlook, even under stress. Cultivates and sustains a climate of respect, inclusion and collaboration. Champions change, inspiring readiness and commitment.
  • Communicates with Impact: Conveys a clear and compelling vision and direction, and helps their team understand how their individual efforts drive the company's success. Delivers inspirational messaging resulting in team engagement and collaboration.
  • Develops Team: Gives specific, honest and constructive feedback. Provides highly effective coaching to leverage strengths and close significant development gaps. Enables team to achieve results that they couldn't have done before.
  • Demonstrates Business Acumen: Synthesizes data to draw meaningful insights. Shows a keen understanding of changes in the internal/external business environment. Anticipate how these will impact business and develops action plans to address.
  • Drives for Results: Motivates and challenges the team to stretch beyond what they thought they could achieve, creating a culture where results and accountability matter and people go above and beyond expectations.

Key Accountabilities

  • Retail Excellence - Execute exceptional retail performance to ensure sales and service
    • Develop & execute an annual sales plan to deliver the store sales target whilst meeting budget
    • Understand & analyse the business needs, productivity and KPIs and provide business insights
    • Drive the daily performance animation through effective communication at store and SP level
    • Lead the execution of retail excellence standards
    • Partner with key stakeholders to leverage knowledge of competitor activity and sales opportunities
  • Operational Excellence - Execute exceptional operational performance to ensure quality and quantity of stock
    • Identify & elevate out of stocks and merchandising needs to drive growth through product assortment and presentation optimization
    • Own compliance of store operations, health and safety, maintenance and store environment

  • Team leadership and planning - improve the business value through leading talent/ individuals/ teams and the optimisation of resources
    • Align resources to reflect the store needs; traffic, client profile and product potential
    • Conduct daily on-the-spot coaching with your team
    • Conduct daily briefs, monthly 1:1s & quarterly team meetings to motivate and engage teams

  • Talent Management - acquisition, retention, development and engagement of teams and individuals
    • Recruit and develop talent pipeline and build succession plans
    • Build and develop best in class client centric teams
    • Assess team capabilities & build robust development plans
    • Address and action performance management issues in a timely manner through consistent feedback
    • Maintain employee engagement through Tiffany value driven leadership

  • Client Experience - Elevate in store experience consistently delivering memorable moments
    • Drive store data capture rate with a focus on the quality of information gathered & ensure consistency of personalised SP outreach
    • Identify and activate new client sources (third party / mall partnerships), with a focus on HNWC
    • Coach and monitor team cultivation practices with CD100, to improve year on year return rate (frequency of purchase)
    • Know and cultivate top 10 TR customers in the store
    • Execute events in partnership with PR & gain business alignment with a commercial goal.
  • Client Development - Deepen the relationship with our customers to drive lifetime loyalty and spend
    • Ensure highest levels of in-store luxury experience at all times
    • Master the Power of Blue selling ceremony, including Tiffany Touch and deliver service excellence based on VOC
    • Embody & inspire the highest luxury standards in presentation and behavior
    • Manage customers issues / complaints

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