Team Manager

Tiffany & Co.; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tiffany & Co. in Cebu City is seeking a Store Team Lead to coach and develop a 5-6 Client Advisors team, onboard new hires, and drive the store to meet commercial targets while delivering the highest luxury service.

You will partner with store management to analyze performance, create action plans, and ensure exceptional client experiences and client development, using data, feedback, and the Tiffany Touch.

Responsibilities

• Lead a team of 5-6 Client Advisors to develop daily/ weekly /monthly/quarterly action plans to exceed their commercial sales targets.
• Deliver and execute on pre-determined commercial sales targets Understand and analyze the business needs, productivity, KPIs and provide business insights to determine business performance against commercial sales targets
• Improve business performance by implementing actions with clients, team, VM, Merchandise, or operations.
• Lead the execution of retail excellence standards. Partner with senior retail management to monitor, leverage knowledge of competitor activity and implement action plans accordingly.
• Master the selling ceremony techniques and Tiffany Touch to deliver service excellence.
• Drives performance through regular on-the-spot coaching conversations (80% of time spent on the sales floor)
• Embody and inspire the highest luxury standards in presentation and behavior. Following up with the team with feedback or coaching where expectations are not met.
• Onboards, Coaches and Develops the assigned team to maximize performance to achieve/exceed pre-determined commercial sales targets
• Effective and motivating use of company resources to coach and develop team (dashboards, VOC Client feedback surveys).
• Engages, motivates and inspires team to achieve service excellence and results accountability through employee recognition and company initiatives
• In partnership with senior management, create and execute team development plans, address and action performance management issues of assigned team in timely manner through consistent feedback.
• Identify and recruit talents to contribute to the team.
• Determine store wide training or development needs in partnership with Training. Provide regular team coaching as part of morning briefings tailored to opportunities.
• Partner with your team to ensure they are able to execute on pre-determined client portfolio growth and sales targets, cultivating clients with personalized interactions. Coach and monitor assigned team's cultivation practices ensuring client portfolio growth targets, high repeat rate and sales goals ach memorable experiences for client.
• Deliver high team data capture rate (90%) with a focus on the quality of information gathered and ensure consistency of personalized outreach
• In partnership with client relations, provide support to team to cultivate high value and high jewelry clients.
• Ensure assigned team identifies and creates private appointments daily to generate sales and build client portfolio.
• Identifies daily opportunities to generate energy, brand personality and elevate client experience through the use of hospitality, gifting.
• Share client centric event opportunities and partner with Store manager, Client Relations (if in store) and Client Events to support events.
• Ensure highest levels of in-store luxury experience at all times (NSS and Customer Satisfaction Scores).
• Perform client recovery resolving client issues/complaints.

Job description

This role will 1) effectively lead and support the assigned members of a Tiffany store to meet and/or exceed commercial sales targets in partnership with the rest of the team, 2) Onboard, Coach and Develop the team, providing regular feedback to maximize performance, engagement and innovation, 3) regularly analyze the performance of the business to drive for better results, and 4) Build a culture of delivering exceptional client experiences and client development.

Duties & Responsibilities

Store & Team Performance:

• Lead a team of 5-6 Client Advisors to develop daily/ weekly /monthly/quarterly action plans to exceed their commercial sales targets.
• Deliver and execute on pre-determined commercial sales targets Understand and analyze the business needs, productivity, KPIs and provide business insights to determine business performance against commercial sales targets Improve business performance by implementing actions with clients, team, VM, Merchandise, or operations.
• Lead the execution of retail excellence standards. Partner with senior retail management to monitor, leverage knowledge of competitor activity and implement action plans accordingly.
• Master the selling ceremony techniques and Tiffany Touch to deliver service excellence.

Develop a High Performing team:

• Drives performance through regular on-the spot coaching conversations (80% of time spent on the sales floor)
• Embody and inspire the highest luxury standards in presentation and behavior. Following up with the team with feedback or coaching where expectations are not met.
• Onboards, Coaches and Develops the assigned team to maximize performance to achieve/exceed pre-determined commercial sales targets
• Effective and motivating use of company resources to coach and develop team (dashboards, VOC Client feedback surveys).
• Engages, motivates and inspires team to achieve service excellence and results accountability through employee recognition and company initiatives
• In partnership with senior management, create and execute team development plans, address and action performance management issues of assigned team in timely manner through consistent feedback.
• Identify and recruit talents to contribute to the team.
• Determine store wide training or development needs in partnership with Training. Provide regular team coaching as part of morning briefings tailored to opportunities.

Build and develop best in class client centric teams:

• Partner with your team to ensure they are able to execute on pre-determined client portfolio growth and sales targets, cultivating clients with personalized interactions. Coach and monitor assigned team's cultivation practices ensuring client portfolio growth targets, high repeat rate and sales goals ach memorable experiences for client.
• Deliver high team data capture rate (90%) with a focus on the quality of information gathered and ensure consistency of personalized outreach
• In partnership with client relations, provide support to team to cultivate high value and high jewelry clients.
• Ensure assigned team identifies and creates private appointments daily to generate sales and build client portfolio.
• Identifies daily opportunities to generate energy, brand personality and elevate client experience through the use of hospitality, gifting.
• Share client centric event opportunities and partner with Store manager, Client Relations (if in store) and Client Events to support events.
• Ensure highest levels of in-store luxury experience at all times (NSS and Customer Satisfaction Scores).
• Perform client recovery resolving client issues/complaints.