Manager, Global Clienteling

The Manager of Global Clienteling reports to the Director of Global Client Development and is responsible for leading and enhancing the strategy and tools that support our retail teams in driving loyalty, sales & client growth.

The Global Client Team strives to offer our clients personal attention and service - bridging store and digital experiences to provide human connection, personalization and transparency that our luxury clients expect and demand of Tiffany. We operate as a center of excellence, empowering our regions, markets and retail stores / client care centers to form lasting relationships that inspire our clients to return to Tiffany. We partner across the organization with the aspirations of delivering a consistent elevated omnichannel client experience, crafting authentic and important client interactions, making our Client Advisors jobs easier and achieving organizational efficiency.

This individual will lead key projects that directly impact our retail team's day to day activity and our clients' experience with the brand. They will partner cross functionally to define and improve strategy and support the execution via capabilities, data & insights, training and communications. In addition, they will interact directly with all regions/markets to receive and implement feedback, rollout global tools & guidelines and support local priorities.

This individual must bring a relationship-based approach, strong communication, project management and problem-solving skills, a balanced leadership / partnership style, as well as a results oriented, agile, hands-on approach. Come work with us!

*This position in in-person at our Corporate Headquarters in New York with a possible hybrid schedule.

Key Accountabilities:

Global Clienteling Strategy

Lead the enhancement and management of the global strategy, leveraging strong data driven along with qualitative retail insights.

• Monitor important metrics & leverage data driven insights to make recommendations
• Align and partner closely with global and local teams to refine strategy, KPIs & supporting data & analytics. Advocate for the tools necessary to enhance the strategy
• Ensure strong retail fit for use via direct retail feedback

Enhance Supporting Data & Capabilities

Partner closely with the global digital product & client analytics teams to advance the retail & client care center's data & capabilities to support client objectives.

• Ensure the right level of data is available to champion clienteling priorities, across all levels of the organization
• Provide clear business problems & opportunities to support the development of capability enhancements
• Support the prioritization of enhancements across data & capabilities to enhance business impact & deliver on the strategy

Retail Client Targeting & Management

Lead the development of retail client targeting strategy - creating and enhancing our ability to target the right clients at the right time with the right message.

• Leverage insights drive greater CA efficiency, increased sales & loyalty
• Partner with market teams to customize targeting strategy
• Partner closely with CRM Manager to align with overall CRM strategy.
• Be responsible for the development & distribution of clienteling assets & outreach guidance.

Local Omni & Retail Team Adoption

Partner closely with the retail excellence team to drive mentality & believe via ongoing training and communications

• Develop guidelines to drive clarity & consistency in execution of core clienteling activities and / or policies & procedures (ie. Client management, quality data capture)
• Ensure quantitative insights are shared to articulate the ‘why' behind all key calls to action.
• Ensure strong retail fit for use via direct retail feedback
• Build a strong center of excellence champion a globally consistent, elevated client experience, while also empowering strong localization.
• Develop best practice sharing
• Be the go-to point of contact to improve the use of tools to drive client strategy, creating visibility to upcoming enhancements to allow for local planning
• Support regions as they define & implement local strategies, especially with key markets
• Perform monthly client performance review with region / market teams with a focus on driving actions & decision making

Required Qualifications:

• Bachelor's Degree with 5+ years related work experience
• Ability to work independently or with a team and to model leadership in global, cross-functional teams with strong influencing skills
• Experience leading and influencing cross-functional teams including Creative teams, IT, Retail Sales, vendors/consultants and multiple global counterparts to develop, launch and scale new initiatives
• Infectious energy for building innovative customer experiences and passion for cultivating long-term customer loyalty
• Experience with various marketing channels (email, mail, digital, ecommerce)
• Skilled at and enjoys manipulating and understanding data and extract recommendations/propose enhancements
• Autonomous and pro-active with a "get-it-done" results-driven mentality
• Ability to multi-task and be proactive
• Comfortable with ambiguity and crafting processes in complex environments to drive progress
• Superb project management expertise including excellent multi-tasking, prioritization and organization skills
• Outstanding written and oral communication skills
• Skilled at and enjoys manipulating and understanding data to drive actionable insights
• Proficient computer skills (Word, Excel, PowerPoint, Outlook)

Preferred Qualifications:

• Previous experience working for agencies or brands in categories where executional excellence is valued (e.g.: Luxury Goods, Beauty, Hospitality)
• Experience with retail