Client Care Centre Manager

Tiffany & Co; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

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 guide a team of Client Care Advisors to achieve sales, service and productivity targets while delivering luxury client experiences across multiple channels. The role requires 5+ years in customer service or retail with proven people leadership, strong communication, problem-solving and organisational skills, and experience with ecommerce/omnichannel

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.

Responsibilities

• Lead a team of Client Care Advisors to achieve sales, service and productivity targets while delivering Tiffany & Co. experience across all client touchpoints.
• Drive daily performance using business insights and KPIs to 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 with Ecommerce and Retail teams to deliver a seamless omnichannel client journey, including Ship from Store and new technology initiatives.
• Build cross-functional relationships with Retail, Ecommerce and Distribution Centre teams to support priorities and operational excellence.
• Oversee operational compliance, reporting and procedures to maintain a high-performing and engaged team.

Skills

People leadership

Customer service

Retail experience

Omnichannel platforms

Job description

At Tiffany & Co., joy is central to everything we do, from crafting our exceptional pieces to inspiring clients to express and celebrate the many facets of love. It’s a skill that we’ve been perfecting since 1837, one empowered by our daring vision and entrepreneurial spirit. Together, each generation of employees honor our past whiledreaming of our future.

The Blue Box.

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.

Job Info

• Locations Sydney Office