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