Manager

Position Overview:

The Manager will support the Director in leading, developing and supporting the sales, operations and security team members to meet and/or exceed sales plans 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 customer service. S/he manages an efficient back of house and is a collaborative sales leader who models and champions the Tiffany Cultural Values is a collaborative sales leader who models and champions the Tiffany Cultural Values: Honor the Customer, Think Boldly, Lead with Passion, Do the Right Thing, and Be Brilliant Together.

Key Accountabilities

Sales

Deepen the relationship with our customers to achieve sales plan and drive lifetime loyalty and spend.

• Manage and motivate the team to consistently achieve or exceed monthly, quarterly and annual store sales plan.
• 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.

Service

Elevate in store experience consistently delivering memorable moments.

• Lead, model and coach based on TEI (Voice of Customer Survey) feedback and elevate the Tiffany Experience Index by keeping the survey questions in mind.
• Act as Guest Experience management presence on the sales floor, coaching the team on the Power of Blue selling ceremony and ensuring Tiffany customer 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.

Operational Excellence

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.

Partner with Market Operations Manager to reallocate resources to sales and clienteling through supporting key pillars.

Talent

Elevate and hire talent to ensure a winning team and create a best in class service & selling organization.

• Partner with the Director to develop and execute a Talent Action Plan for eachemployee.
• Continuously train, coach, and provide qualitative feedback, utilizing reward andrecognition 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.

Performance Measures

Monthly, quarterly and annual sales plan achievement Customer data capture rate
Tiffany Experience (customer service) survey scores

Tiffany Retail Management Competencies

• Champions Customer Focus – Identifies barriers that impede great customer service. Develops new ways of enhancing the luxury customer experience for a global customer. Inspires the team to deliver extraordinary customer experiences.
• Inspires Innovation – Challenges the status quo and generates bold, innovative new ideas that differentiate Tiffany from the competition. Encourages and rewards curiosity and creative thinking in others.
• Models Professionalism: Demonstrates and role-models integrity in all circumstances. Conveys a positive outlook, even under stress. Cultivates and sustains a climate of respect, inclusion and collaboration. Champions change, inspiring readiness and commitment.
• Communicates with Impact: Conveys a clear and compelling vision and direction, and helps everyone understand how their individual efforts drive the company’s success. Delivers inspirational messaging resulting in team engagement and collaboration.
• Develops Team: Gives specific, honest and constructive feedback. Provides highly effective coaching to leverage strengths and close significant development gaps. Enables team to achieve results that they couldn’t have done before.
• Demonstrates Business Acumen: Synthesizes data to draw meaningful insights. Shows a keen understanding of changes in the internal/external business environment. Anticipates how these will impact business and develops action plans to address.
• Drives for Results: Motivates and challenges the team to stretch beyond what they thought they could achieve, creating a culture where results and accountability matter and people go above and beyond expectations.

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 whileensuring brand recognition and penetration in market.
• Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client trackingsystems 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) coursework is preferred.