Manager, Global Client Programs & Lifecycle

Recruiter
Tiffany & Co.
Location
New York, New York, United States
Posted
16 Sep 2022
Closes
28 Oct 2022
Ref
55181
Function
Marketing
Level
Manager
Hours
Full Time
The Manager of Global Client Programs & Lifecycle Management reports to the Director of Global Client Development and is responsible for leading and enhancing the global CRM strategy and tools that support our omnichannel client development efforts, 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 significant client interactions, making our Client Advisors jobs easier and achieving organizational efficiency.

This individual will run projects that directly impact our clients' experience with the brand. They will partner cross functionally to enhance our client lifecycle management, implement omni-channel client programs, define our omni client content & messaging needs (with a focus on 1-1) and inform our data & analytics roadmap. In addition, they will collaborate directly with all regions/markets to receive and implement feedback to ensure a strong fit for use of all global tools.

This individual must bring a strong analytical background, a relationship-based mentality, strong communication, project management and problem-solving skills, a balanced leadership / partnership style, as well as a results oriented, agile, hands-on approach.

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

Key Accountabilities:

CRM Global Strategy Development

Define & implement plans to maintain and grow VIC and High Value client base and other priority client segments (e.g. new, locals, lapsed...)
  • Define & enhance client lifecycle plans
  • Define key client programs that support our client growth objectives
  • Partner cross functionally to execute seamlessly across all client touchpoints
  • Support localization of targeting strategy in partnership with regions, sharing best practices to increase impact.

Client Centric Content & Messaging
  • Develop client goals, client journeys & clienteling (1-1) strategy for all 360 marketing campaigns
  • Coordinate the release of all clienteling (1-1) content & messaging deployment
  • Incorporate strong competitive analysis and institute a feedback loop - incorporating quantitative and qualitative insights to drive improvement

Data Driven Insights & Capability Enhancements
  • Track, measure and maximize performance of all CRM programs in partnership with Client analytics team
  • Advise capability & data roadmaps to drive omni client priorities
  • Obtain regional insights and alignments to drive prioritization of improvements


Required Qualifications:
  • Bachelor's Degree with 4+ 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 managing 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 insight
  • 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)

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