Director, Client Services- Client Contact Center
Location
Parsippany, NJ | United States
Job description
Position
Position Overview: Tiffany & Company is looking for an experienced & dynamic leader to take the Tiffany & Co. Client Services Center to the next level. You will be responsible for managing the 150+ people client services team that handles all contacts and conversations with clients contacting Tiffany & Co. across channels. Your mission will be to deliver best-in-class luxury service to build long-term client relationships, as well as to drive remote selling and deliver business growth. You will be responsible for driving process improvements in operations and resource planning, elevating the client experience, driving innovations in remote selling, and building a clienteling culture and capabilities.
Reporting to the VP of Digital Commerce & Omnichannel, you will manage a team of 150+, with 4 direct manager reports.
Key Accountabilities:
BUSINESS OWNERSHIP : Lead daily operations of the Client Services Center to deliver exceptional client services and sales growth
- Scope of the Client Services includes all client contacts across phone calls, chats, email, SMS, social.
- Outline client service goals and KPIs for the team, and ensure these goals are achieved: service levels, productivity, client satisfaction, sales growth.
- Manage the day-to-day operations across all Client Services functions.
- Build a simple and effective daily/weekly/monthly tracking of key metrics to optimize performance continuously: service levels, sales performance, productivity, client satisfaction.
TEAM : Drive improvement in resource planning, hiring, and training processes
- Build robust resource planning and staffing processes, to ensure the right level of hiring and staffing based on contact volume, sales target, and service level goals.
- Cultivate a pipeline of talent: improve the hiring & onboarding approach, build new learning, development, and career growth opportunities to retain top talents.
- Lead a team of 150+ and instill a culture of accountability, agility, and client-centricity.
CLIENT : Establish a client-centric culture and foster partnership with rrscetail to deliver best-in-class omnichannel luxury experiences.
- Design and implement a clienteling program to proactively outreach to digital/remote clients, and drive loyalty and lifetime value.
- Champion and drive change towards more client-centric culture: continuously improve learning & coaching approach and quality standards.
- Partner with global teams to prioritize and rollout new technologies and/or system enhancements and evolve into a more omnichannel Client Services center.
- Stay on top of the evolution of client behaviors and expectations and market innovations and evolve Client Services offer and structure accordingly.
Required Qualifications:
- 10+ years’ experience, previous Client Services Center experience is a must
- People management skills: proven track record of managing large teams & developing talents
- Extensive experience managing large operations: budget management, resource planning, risk management
- Experience leading organizational and cultural change and transformation, high agility & collaborative approach
- Understanding of the digital and omnichannel ecosystem and technology stack
- Experience / knowledge of: Salesforce, web analytics and OMS systems
- Client-centric approach and mindset
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