Luxury Omnichannel Client Experience 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. 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.