Client Care Centre Manager

Tiffany; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Learning & development

LVMH group

Sydney luxury offices

Job summary

Tiffany & Co. is seeking an experienced Client Care Center Manager to lead our Omnichannel team in Sydney CBD on a 6-month contract. You will drive performance, coach a capable team and ensure excellent service across phone, chat, messaging and email channels.

Lead cross-functional collaboration with Ecommerce and Retail to deliver a seamless client journey and maintain high standards of operational excellence for a luxury clientele.

Qualifications

• 5+ years’ experience in customer service, retail or a call centre environment with proven people leadership experience.
• Excellent communication, problem-solving and organisational skills.
• Experience working with digital, ecommerce or omnichannel platforms.
• Flexible working availability, including evenings and weekends.

Responsibilities

• Lead a team of Client Care Advisors to achieve sales, service and productivity targets, while delivering an exceptional Tiffany & Co. experience across all client touchpoints.
• Drive the daily performance of the Client Care Center using business insights and KPIs to identify opportunities and achieve sales and service objectives.
• Coach and develop the team through regular feedback, performance management and talent development.
• Ensure exceptional service levels across phone, messaging, live chat and email channels, continuously elevating the client experience.
• Partner closely with Ecommerce and Retail teams to deliver a seamless omnichannel client journey, including Ship from Store and new technology initiatives.
• Build strong cross-functional relationships with Retail, Ecommerce and Distribution Centre teams to support business priorities and operational excellence.
• Oversee operational compliance, reporting and procedures to ensure a high-performing and engaged team environment.

Skills

People leadership

Customer service

Communication

Organisational skills

Omnichannel platforms

Job description

Tiffany & Co. have defined luxury-style, the exemplary innovators renowned for the world’s most exquisite designs.

From our designs to our people, we dare to push the boundaries of what is possible – what in our imaginations could possibly exist within the Blue Box? It's this ingenuity and creativity that has made Tiffany & Co. the world’s most recognizable luxury brand.

Are you passionate about delivering exceptional luxury client experiences? Do you thrive in a fast-paced environment where sales, service and people leadership come together? Are you looking for an opportunity to further your career within luxury retail?

An opportunity has arisen for an experienced Client Care Center Manager to join our Omnichannel team in Sydney CBD on a 6-month contract.

As a Client Care Center Manager, you will:

• Lead a team of Client Care Advisors to achieve sales, service and productivity targets, while delivering an exceptional Tiffany & Co. experience across all client touchpoints.
• Drive the daily performance of the Client Care Center using business insights and KPIs to identify opportunities and achieve sales and service objectives.
• Coach and develop the team through regular feedback, performance management and talent development.
• Ensure exceptional service levels across phone, messaging, live chat and email channels, continuously elevating the client experience.
• Partner closely with Ecommerce and Retail teams to deliver a seamless omnichannel client journey, including Ship from Store and new technology initiatives.
• Build strong cross-functional relationships with Retail, Ecommerce and Distribution Centre teams to support business priorities and operational excellence.
• Oversee operational compliance, reporting and procedures to ensure a high-performing and engaged team environment.

To be successful in this role, you will:

• Have 5+ years’ experience in customer service, retail or a call centre environment, with proven people leadership experience.
• Have excellent communication, problem-solving and organisational skills.
• Have experience working with digital, ecommerce or omnichannel platforms.
• Have flexible working availability, including evenings and weekends.

Why Tiffany?

• Great learning and development opportunities.
• Join the largest luxury conglomerate in the world: LVMH!
• Collaborative work environment in our luxury offices in the heart of Sydney.

This is a 6-month contract opportunity based in our Sydney CBD office.