Client Care Centre Manager

Tiffany & Co.; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Tiffany & Co. in Sydney CBD is seeking an experienced Client Care Center Manager to lead our omnichannel team on a 6-month contract. You will oversee Client Care Advisors across phone, chat and email, driving sales, service and productivity while upholding luxury brand standards.

You will partner with Ecommerce and Retail teams to ensure a seamless client journey, coach staff, and manage performance across channels in a fast-paced environment.

Qualifications

• 5+ years of experience in customer service, retail or call centre with proven people leadership.
• Excellent communication, problem-solving and organisational skills.
• Experience with digital, ecommerce or omnichannel platforms.

Responsibilities

• Lead a team of Client Care Advisors to achieve sales, service and productivity targets.
• Drive daily performance using business insights and KPIs to hit sales and service goals.
• Coach and develop the team through regular feedback and performance management.
• Ensure exceptional service levels across phone, messaging, live chat and email channels.
• Partner with Ecommerce and Retail teams to deliver seamless omnichannel client journeys.
• Build cross-functional relationships with Retail, Ecommerce and Distribution centres to support priorities.
• Oversee compliance, reporting and procedures to maintain a high-performing team.

Skills

People leadership

Customer service

Communication

Omnichannel

Data-driven

Job description

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

Job Description

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.