Manager- Client Care Centre

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Job Description

The Client Care Centre (CCC) Manager will lead, support, and develop contact centre-based Advisors to meet or exceed sales plans and profitability targets, achieve desired service levels and deliver an excellent client experience that cultivates long lasting client relationships.

The Client Care Centre Manager is a dynamic, attentive, and inspiring leader who has mastered relationship building with internal and external clients; and drives advisors' professional growth and performance improvement.

The CCC Manager is the sales leader and builds a climate of service excellence and client development to maximise the performance of motivated, innovative, enthusiastic, and engaged employees.

This role is key in gathering insights and providing recommendations that increase revenue, enhance the client experience, and maximise client and advisor engagement and satisfaction.

This role maintains cross-functional relationships to ensure Tiffany & Co. honours its clients, its legacy, and excels in a luxury omni-channel environment (inc. Client Services and Aftercare, E-commerce, Distribution & Returns, Retail, Social Media and Marketing, and any new business initiatives).

Fiscal Accountability

• Deliver profit plan sales and profitability objectives
• Demonstrate favourable audit control to support business requirements
• Demonstrate high level business acumen, providing business insights on trends and forecasts that assist in development and execution of Profit Plan
• Create a culture of continuous improvement where day-to-day activities result:
  • productivity gains
  • cost reductions
  • drive revenue
  • enhance client engagement
  • support key business initiatives and maximise return on investments.

Service Excellence

• Foster a culture of client-centric service excellence within the UK CCC - define, model and hold staff accountable for demonstrating the behaviors that enhance client engagement, build enduring relationships and represent Tiffany Brand values, achieving Client Satisfaction and Service Level Targets.
• Utilise client surveys and undertake a monthly contact monitoring program to measure performance, ensure service standards are maintained, celebrate successes, and identify opportunities for coaching improvements.
• In partnership with CCC Learning Manager, coach all staff to reinforce Tiffany & Co. training concepts and develop the necessary skills to ensure consistent delivery of Service Excellence.
• Cultivate and sustain strong relationships with key internal departments to facilitate delivery and enhancement of both client and advisor-related experiences. E.g. Retail, Distribution, Service Centre, L&D and E-commerce
• Maintain a high-level knowledge of products, collections, processes, and policies. Demonstrate this to support solutions to complex inquiries and service issues and ensure the competent resolution of escalated client issues.

Business Development - Maximise sales opportunities

• Foster a climate of sales excellence that achieves annual revenue and profitability objectives, setting advisor and team targets, accordingly, and integrating behaviours and activities that build enduring client relationships and lifetime client value.
• Develop a proactive and effective client development strategy to drive new client acquisition, lapsed client re-engagement, and cultivation of high value CCC and e-commerce clients - this will include building client portfolios and bios, with short-, mid- and long-term action plans.
• Innovate and develop activities to engage CCC and e-commerce clients into brand events and campaigns. Partner with Retail, Marketing, Operations and others, as applicable.

Business Development - Maximise sales opportunities

• Foster a climate of sales excellence that achieves annual revenue and profitability objectives, setting advisor and team targets, accordingly, and integrating behaviours and activities that build enduring client relationships and lifetime client value.
• Develop a proactive and effective client development strategy to drive new client acquisition, lapsed client re-engagement, and cultivation of high value CCC and e-commerce clients - this will include building client portfolios and bios, with short-, mid- and long-term action plans.
• Innovate and develop activities to engage CCC and e-commerce clients into brand events and campaigns. Partner with Retail, Marketing, Operations and others, as applicable.

Health, Safety, Security and Business Continuity

• Ensure that all CCC staff have up-to-date knowledge and awareness of site-related and remote-working health, safety, security and emergency procedures.
• Maintain the associated monthly/quarterly/annual completion records as required for audit.
• Ensure that that CCC-related aspects of site Incident Management Plan, and Business Continuity procedures are maintained and evolved as required.

Required Qualifications

• Minimum of 2 years of contact centre, retail, or relevant client-related management experience (e.g. hospitality)
• Proven track record of achieving sales results and/or delivering client service experience in a contact centre or retail environment.
• Familiarity with contact centre communication channels and e-commerce associated technology, navigation and terminology.
• Strong verbal and written communication and interpersonal skills.
• Well-developed leadership skills, including capability to motivate, influence and engage employees, as well as address performance and coaching needs.
• Proven ability and desire to work in a fast-paced, changing environment, and to independently address and diffuse escalated client issues.
• Proficiency with Microsoft Office suite, Word, Excel, Outlook, Power Point, Sales Order Entry and CRM systems.
• Flexibility to work in various roles based on business needs (i.e. on the sales floor, client contact handling, operations, etc.)
• Flexibility to work non-traditional hours, including days, nights, weekends, and holidays, including overtime.
• Must have authorization to work and remain in the UK

Preferred Qualifications

• Professional fluency (written and verbal) in Italian, German, French or Spanish
• Bachelor's degree
• Jewellery industry or gemology-related experience or qualification