Omnichannel Client Experience Leader

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

Benefits offered by this job

Learning opportunities

LVMH brand

Collaborative work environment

Job summary

Tiffany & Co. is seeking an experienced Client Care Center Manager to join our Omnichannel team in Sydney CBD on a 6-month contract.

Lead a team of Client Care Advisors, drive performance, and deliver the iconic Tiffany experience across phone, chat, email and messaging. You will collaborate with Ecommerce and Retail teams, maintain high service levels, and build cross-functional partnerships to support business priorities.

Qualifications

• 5+ years' experience in customer service, retail or a call centre environment.
• 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

Problem solving

Tools

Ecommerce platforms

Omnichannel platforms

Job description

Tiffany & Co. is seeking an experienced Client Care Center Manager to join our Omnichannel team in Sydney CBD on a 6-month contract.

Lead a team of Client Care Advisors, drive performance, and deliver the iconic Tiffany experience across phone, chat, email and messaging. You will collaborate with Ecommerce and Retail teams, maintain high service levels, and build cross-functional partnerships to support business priorities.