Client Relations Manager

The name Tiffany & Co. instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world's great love stories.

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
• Are you passionate about Client Experience & Events?
• Do you love making a difference

The Client Relations Manager supports all Clienteling activities in the market focusing on in-market activations and events, client data management and analysis and works with Store Managers to help team build personalized strategy for their portfolio clients, and work with Marketing to increase the High-Net-Worth client recruitment and growth to achieve overall sales targets. The role reports to the Vietnam Retail Director, with a dotted report to the South Asia Pacific Client Relations & High Jewelry Director.

Responsibilities

Execute a client development strategy to support both the day-to-day and High Jewelry business

• Support the retail team to optimize all customer engagement opportunities relating to key business initiatives
• Maximize high ticket sales opportunities through supporting the team with intensified clienteling efforts and events participation
• Support the retail teams in strengthening and cultivate relationships with new high-jewelry customers to meet HJ + Exceptional sales annual sales plan
• 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, eg.. selling event opportunities, to help team achieve sales goals
• 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
• Provide weekly report on outreach contacts for all stores 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 client service and experience in all client interactions, in-store and outside the store
• Provide support to resolve client complaints and special situations as they arise, in-store and outside the store
• Demonstrates professionalism and champion customer focus as one of the HJ Ambassador in the market. Work with other internal departments to support company objectives including CRM, 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

Qualifications

Required

• Microsoft Office Suite (Excel, PowerPoint, and Word)
• Detail-oriented, organized, excellent interpersonal skills
• Outstanding written and verbal communications skills
• Passion and creativity for client relationship building
• 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 on working with multiple groups
• Strong negotiation skills with excellent verbal and written communication and interpersonal skills
• Ability to meet deadlines, resiliency, work under pressure, and multi-task
• Team player
• Fluent in English & Vietnamese

Preferred

• Luxury Retail Experience
• Degree in Business Administration, Marketing or equivalent is preferred
• Solid knowledge base on gemstone, jewelry and timepieces - GIA Certification is a plus