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Director, Omni-Channel | Full Time | ANZ Market

Employer
Tiffany & Co.
Location
New South Wales, Australia
Closing date
24 Jan 2024

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Job Details

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

The Director, Omnichannel must be able to think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people and brand desirability. They will be open and approachable and will work with both the central team and the local teams in a transparent, united and mutually supportive manner. The Director must model and champion our core belief; People Make the Difference and our values; Be Creative & Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit.

Responsibilities

General Management / P&L for ANZ eCommerce
  • Achieve and exceed ANZ eCommerce KPI targets
  • Performance marketing budget, planning, execution & optimization: paid search, lower-funnel paid social, email/SMS, affiliate marketing
  • Digital merchandising and local content optimizations
  • Orchestration of digital commerce ops and fulfilment, in partnership with DC, supply: delivery, post-purchase experience
  • Web analytics and insights to inform and optimize digital and omni growth plans
  • Expand E-commerce reach in the region

Client Care Contact Center Management
  • Overall ‘store' management across key markets
  • Build People and Team capabilities
  • Elevate Client experience
  • Drive digital clienteling

Client Relationship Management ,Analytics & Insights Across Retail/Digital/Omni
  • Client goals definitions and tracking of performance vs. goal
  • Client insights to inform Regional strategy
  • Deliver the ‘one to many' communications beyond email and SMS
  • Deliver the Clienteling Tools to support the Omni channels
  • Planning and execution of data-driven clienteling and CRM initiatives (e.g. target client lists pushed in SF)

Talent Management
  • Coach and develop a strong team by providing guidance, support and regular performance feedback to foster an environment supporting Tiffany Promise to enhance client engagement, build enduring relationships and represent Tiffany Brand values.
  • Develop and oversee Staffing activities including hiring, retaining and promoting the highest performers using fair, transparent and fact-based criteria. Build a robust internal and external pipeline by identifying and selecting top talent for every hiring decision. Collaborate with HR and key leaders to ensure a consistent, branded onboarding experience for all new employees.
  • Oversee and provide guidance on training initiatives, in conjunction with Retail Learning & HR to ensure relevant staff are appropriately inducted and trained in selling, client development as well as operational, client services etc.
  • Ensure compliance with all policies and procedures through effective and timely communications.
  • Develop and maintain a positive and professional working environment both internally and externally by demonstrating leadership through the highest levels of trust, integrity, fairness and professionalism.
  • Act as a Role Model, demonstrating the expected LVMH Values

Qualifications
  • 10+ years related eCommerce/Omni-Channel experience with emphasis on direct customer contact, preferably within a jewelry or luxury retailer
  • Experience managing budgets and sales
  • Experience in developing short and long term strategic plans
  • Proven experience working in global matrix organizations, where championing the needs of a market/region can be worked in concert with global brand building behaviors and principles
  • Exceptional collaboration skills, proven ability to form strong cross-functional relationships with varying business partners
  • Bachelor's degree or MBA

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