Manager, Global Client Development

The Manager of Global Clienteling reports to the Director of Global Client Development, and it is part of Global Retail Excellence team. They are responsible for defining and developing client strategies and tools to enhance client recruitment, retention and engagement. They will develop the long-term Client Development vision and roadmap, defining tools and techniques to achieve it though close partnership across the organization. They will establish a client development network to rollout global tools & guidelines and support local priorities

This individual will manage key projects that directly impact our retail team’s day to day activity and our clients’ experience with the brand. S/he will lead a highly cross functional team, delivering constant client and omni centric innovations and inspiring new ways of working to achieve the organization’s client & sales growth objectives. S/he will manage and plan the Client Development budget and measure ROI of each initiative.​

In addition, they will liaise directly with all regions/markets to receive and implement feedback, rollout global tools & guidelines and support local priorities.

The Global Client Team strives to offer our clients personal attention and service – bridging store and digital experiences to provide human connection, personalization and transparency that our luxury clients expect and demand of Tiffany. We operate as a center of excellence, empowering our regions, markets and retail stores / client care centers to build lasting relationships that inspire our clients to return to Tiffany.  We partner across the organization with the aspirations of delivering a consistent elevated omnichannel client experience, creating authentic and meaningful client interactions, making our Client Advisors jobs easier and achieving organizational efficiency.

This individual must bring a retail-centric mindset, strong communication, project management and problem-solving skills, balanced leadership style, as well as a goal oriented, agile and hands-on approach.​

Location: This position is in-person at our Corporate Headquarters in New York, NY.

Key Accountabilities:

Global Clienteling Strategy  
Build the management and enhancement of the global strategy, leveraging qualitative retail insight, voice of our clients and strong data driven results

• Develop and lead the execution of global client strategies rooted in exceptional client experience and Clienteling activation across retail, in partnership with Global Client Relations for VIC clients. ​
• In partnership with Data & Analytics, determine where client growth will be fed from and partner with Retail Performance to set client targets.​
• Define client journeys by client segments and personas to achieve ‘clienteling at scale’ through omni-touchpoints with a focus on 1:1
• Define and lead strategies that create value across the client pyramid ​
• Identify client development opportunities and partner across key stakeholders to prioritize enhancements and tools to execute strategies.​
• Collaborate with the CRM team (within the Omnichannel function) to ensure that the retail activation of client strategies and journeys is aligned with the global client vision and reflects the multi-channel nature of our clients.

Retail Client Targeting and Management
Drive the retail 1:1 client targeting strategy - ensuring our sales teams reach the right client and the right time with the right message​

• Leverage insights and GenAI to drive greater CA efficiency, increased sales & loyalty ​
• Lead the 1:1 clienteling strategy in partnership with D&A CRM in defining the CRM roadmap, partnering with the regions to drive results​
• Oversee the development & distribution of elevated Clienteling assets & outreach guidance, aligning with our client and brand promise​
• Create client strategy for all global 360 campaign briefs on client ambitions and tools to be built​

Clienteling tool enhancement

Partner closely with the global digital product & client analytics teams to advance the retail & client care center’s data & capabilities to support client objectives

• Ensure the right level of data is available to champion clienteling priorities, across all levels of the organization
• Provide clear business problems & opportunities to support the development of capability enhancements
• Support the prioritization of enhancements across data & capabilities to maximize business impact & deliver on the strategy

Tools and Techniques 

• Make CAs job easier by implementing strategies that drive business objectives through partnership across global stakeholders ​
• Develop retail tools and guidance to support data capture and clienteling by fostering a relationship-based, appointment mindset, via client-focused personalization ​
• Partner closely with training & communications to develop a rollout plan for all Clienteling behaviours, programs and tools – ensuring accuracy, simplicity and adoption across retail & CCC
• Partner with legal and IT teams to ensure that all Client Development and Clienteling practices comply with relevant data privacy regulations (i.e. GDPR) and internal policies ​
• Partner with Data & Digital Product teams to prioritize enhancements across data & capabilities to maximize business impact & deliver on the strategy (i.e. Clienteling App, Data Capture forms).
• Co-build client dashboards fit for global, regional and store use to analyse client & Clienteling metrics, in partnership with Data & Analytics
• Ensure consistent collaboration with the CRM, Client Service and eCommerce teams to reflect an omnichannel view of the client journey
• Translate unified client strategies into channel-specific actions, ensuring the retail channel contributes to an integrated client experience
• Act as the key link between Retail Excellence and the omnichannel/ CRM teams to ensure client initiatives are scalable and channel-agnostic in their foundation

Network and  Retail Team Adoption
Partner closely with the other members of Retail Excellence  team (Learning, Performance..)to drive mindset & believe via ongoing training and communications

• Develop guidelines to drive clarity & consistency in execution of core clienteling activities and / or policies & procedures (ie. Client management, quality data capture)
• Ensure quantitative insights are shared to articulate the ‘why’ behind all key calls to action. 
• Ensure strong retail fit for use via direct retail feedback

Create a strong center of excellence fosters a globally consistent, elevated client experience, while also empowering localization when needed

• Foster best practice sharing
• Be the go-to point of contact to maximize the use of tools to drive client strategy, creating visibility to upcoming enhancements to allow for local planning
• Support regions as they define & implement local strategies, with a focus on key markets
• Perform monthly client performance review with region / market teams with a focus on driving actions & decision making

The hiring range for this position ranges from $122,485 - $160,000. The rate of pay offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.

Required Qualifications: