Team Manager

Employer
Tiffany & Co.
Location
Kuala Lumpur, Malaysia
Closing date
3 Apr 2024

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Function
Marketing
Level
Manager
Hours
Full Time

Job Details

Since 1837, Tiffany & Co. has always been a company of great innovators who are constantly pushing the boundaries of what's possible with design and influencing style. We're proud to be trailblazers in the luxury retail world.

  • Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
  • Are you passionate about sales, service excellence and building a team?
  • Do you love making a difference?


Responsibilities

Store & Team Performance: Lead a team of 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.
  • Provide regular team coaching as part of morning breifings tailored to opportunties.
  • Determine store wide training or development needs in partnership with Training.

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.

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
  • 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

Company

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