Omnichannel Luxury Client Care Manager - Sydney

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

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