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Team Manager - Thailand

Tiffany & Co.
Bangkok, Thailand
Closing date
28 Feb 2023

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Full Time
Tiffany & Co….. the name instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. For 175 years, Tiffany has created a legacy of exquisite designs and romantic ideals. Tiffany & Co.'s rich heritage of celebrated artists, historic milestones and magnificent jewelry creates the foundation from which our employees build upon each day. Tiffany employees are passionate, kind and professionally committed. We hold ourselves and our co-workers to very high standards. 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. This differentiating factor, known as the Tiffany Experience (Creating Connections, Providing Personalized Experiences and Honoring the Tiffany Legacy) is never compromised…. and it never will be.

We expect our employees to deliver the Tiffany Experience 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.


This role will 1) effectively lead and support the assigned members of a Tiffany store to meet and/or exceed commercial sales targets in partnership with the rest of the team, 2) Onboard, Coach and Develop the team, providing regular feedback to maximise performance, engagement and innovation, 3) regularly analyse the peformance of the business to drive for better results, and 4) Build a culture of delivering exceptional client experiences and client development.

Key Accountabilities

Store & Team Performance: Lead a team of 5-10 Client Advisors to develop daily/ weekly /monthly/quarterly action plans to exceed their commercial sales targets.
  • Deliver and execute on pre-determined commercial sales targets
  • Understand and analyse the business needs, productivity, KPIs and provide business insights to determine business performance against commercial sales targets
  • Improve business performance by implementing actions with clients, team, VM, Merchandise, or operations.
  • Lead the execution of retail excellence standards.
  • Partner with senior retail management to monitor, leverage knowledge of competitor activity and implement action plans accordingly.
  • Master the selling ceremony techniques and Tiffany Touch to deliver service excellence.

Develop a High Performing team: Is floor-based to deliver daily coaching and development to CA's to elevate their ability to maximise client experience and achieve our commercial targets. Supports CA's in rescuing sales.
  • Drives performance through regular on-the spot coaching conversations (80% of time spent on the sales floor)
  • Embody and inspire the highest luxury standards in presentation and behavior. Following up with the team with feedback or coaching where expectations are not met.
  • Onboards, Coaches and Develops the assigned team to maximise performance to acheive/exceed pre-determined commercial sales targets
  • Effective and motivating use of company resources to coach and develop team (dashboards, VOC - Client feedback surveys )
  • Engages, motivates and inspires team to achieve service excellence and results accountability through employee recognition and company initiatives
  • In partnership with senior management, create and execute team development plans, address and action performance management issues of assigned team in timely manner through consistent feedback.
  • Identify and recruit talents to conribute to the team.
  • Determine store wide training or development needs in partnership with Training. Provide regular team coaching as part of morning breifings tailored to opportunties.

Build and develop best in class client centric teams:
  • Partner with your team to ensure they are able to execute on pre-determined client portfolio growth and sales targets, cultivating clients with personalized interactions.
  • Coach and monitor assigned team's cultivation practices ensuring client portfolio growth targets, high repeat rate and sales goals achieved. Assists CA's in curating elevated memorable experiences for client.
  • Deliver high team data capture rate (90%) with a focus on the quality of information gathered and ensure consistency of personalized outreach
  • In partnership with client relations, provide support to team to cultivate high value and high jewelry clients.
  • Ensure assigned team identifies and creates private appointments daily to generate sales and build client portfolio.
  • Identifies daily opportunities to generate energy, brand personality and elevate client experience through the use of hospitality, gifting.
  • Share client centric event opportunities and partner with Store manager, Client Relations (if in store) and Client Events to support events.
  • Ensure highest levels of in-store luxury experience at all times (NSS and Customer Satisfaction Scores)
  • Perform client recovery - resolving client issues/complaints.

Required Qualifications

  • Dynamic, attentive, and inspiring leader who builds relationships with internal and external clients.
  • Experience in sales generation and managing the achievement of sales results of a team
  • Non-traditional hours, including days, nights, weekends and holidays.
  • Proven ability to develop new high value clients and maintain existing client relationships

Preferred Qualifications

  • Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system.
  • Previous experience in a luxury retail environment.
  • Previous supervisory/management experience.
  • Gemology Certificate/Diploma.

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