Luxury Team Lead & Guest Experience Manager

Tiffany & Co.; Florida; On-site; USD 90,000 - 130,000; Full time

Job summary

Tiffany & Co. seeks a Store Team Manager to support the Director in leading sales, operations and security teams, ensuring unsurpassed client service and Tiffany experiences. This leader will mentor staff, coach on the floor, and assume store oversight in the Director's absence.

Relentless focus on client relationships, staff development, and operational excellence will drive sales growth, TEI improvements, and a premier luxury experience for every guest.

Qualifications

• Minimum of 3 years of retail or luxury retail store management experience or relevant customer related experience (e.g., hospitality).
• Proven track record in sales generation and achieving sales targets.
• Flexibility to work non-traditional hours, including days, nights, weekends and holidays.

Responsibilities

• Lead and coach team to consistently achieve or exceed store sales targets.
• Build and manage client relationships personally and develop new opportunities.
• Ensure exceptional Tiffany client experience and TEI through leadership presence and coaching.
• Oversee operations, ensure adherence to procedures and drive efficiencies.

Skills

Leadership

Client development

Coaching

Mentoring

Relationship building

Education

College/university degree

GIA coursework/Graduate gemologist

Tools

Microsoft Office

Job description

Overview

The Team Manager will support the Director in leading, developing and supporting the sales, operations and security team members to meet and/or exceed sales target and elevate the Tiffany store experience. S/he will assume oversight for the store when the Director is not present. The manager is a dynamic, attentive and inspiring leader who builds relationships with internal and external clients; someone who could be called a mentor, a coach, and who acts as a Guest Experience Manager, ensuring unsurpassed client service.

Key Accountabilities

Sales

Deepen the relationship with our clients to achieve or exceed sales target, product category sales targets, and relevant KPIs.

• Manage and motivate the team to consistently achieve or exceed store sales target.
• Drive client development activities among individual team members to cultivate new and existing clients.
• Demonstrate sales leadership by playing an active role on the sales floor and managing client relationships personally.
• Drive business through key product pillars and KPIs.

Service

Execute in all things with a client-centric approach. Demonstrate passion and deliver Tiffany Touch moments to clients at every touchpoint:

• Lead, model and coach based on client feedback and elevate the Tiffany Experience Index (TEI).
• Provide management presence on the sales floor, coaching the team and ensuring Tiffany client experience expectations are being delivered at all times.
• Optimize hospitality and store amenities to create unique experiences.
• Take action on TEI performance and client feedback to improve customer service.

Talent

Attract, hire, and retain top talent to cultivate a climate of high performance.

• Continuously train, coach, and provide qualitative feedback, utilizing reward and recognition as well as performance management process to improve team engagement and performance.
• Network and recruit to build a pipeline of diverse, multi-lingual, highly skilled talent
• Set and communicate clear and challenging goals, aligned to our Strategic Priorities and Key Results.
• Leverage and utilize training and development offerings to effectively support growth and development to drive performance.

Operational Excellence

Champion operations efficiency and effectiveness. Challenge the standards to seek continuous improvement.

• Ensure exceptional operational support to drive sales and service.
• Manage efficient back of house and ensure consistency with established operational procedures. Identify and execute efficiencies and best practices
• Ensure compliance with all internal control procedures.

Required Qualifications

• Minimum of 3 years of retail or luxury retail store management experience or relevant customer related experience (e.g., hospitality).
• Proven track record in sales generation, managing the achievement of sales results.
• Flexibility to work non-traditional hours, including days, nights, weekends and holidays.
• Proven ability to develop new opportunities and maintain client relationships while ensuring brand recognition and penetration in market.
• Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system.
• Flexibility to work in various roles based on business needs (i.e., on the sales floor, operations, etc.).
• Must have authorization to work in the United States or in the country where the position is based.

Preferred Qualifications:

• A college/university degree.
• Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred.