Tiffany & Co.

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Customer Service Manager, Old Bond Street

Customer Service Manager, Old Bond Street

Req # 
34077
Location 
UK-London

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Overview

Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s greatest love stories. Around the world, Tiffany & Co. stores glint with our legacy of romance and tradition of elegance. The Customer Service department based at our beautiful Flagship Store on Old Bond Street, Central London has an exciting opportunity for an experienced Customer Service Manager to join the team.

 

As the Customer Service Manager you will effectively lead, develop and support the Customer Service department based at our flagship store in London to exceed our customers’ expectations, while overseeing the day-to-day management of the area.  You will have strong leadership skills and be able to grow and nurture your team, leading by example and continuously focusing on team development.

 

As a Manager you will be an exceptional Brand Ambassador and will be responsible for all direct interactions with customers. You will excel in managing the customers’ expectations, resolving requests in mutual benefit of the customer and the company whenever possible, whilst also cultivating and developing customers that come to your department.

 

For this role you will have a high level of resilience and enjoying working with complex queries that require strong problem solving skills whilst demonstrating the service expected by Tiffany & Co customers.

Responsibilities

Key responsibilities include:

 

Customer Relations Management

  • Responsible for all customer interactions as well as the complete and timely resolution of all customer concerns and escalations through phone, email or written correspondence to the mutual benefit of the client and the company whenever possible using all available resources. 
  • Foster a climate of service excellence through the tone and content of all customer service communications and hold staff accountable for demonstrating the behaviours that enhance customer engagement.
  • Monitor, address and respond to all customer feedback, both positive and negative from all channels including TEI, General Feedback, Chairman’s Correspondence, online Customer Service Emails and shop floor complaints when appropriate.
  • Provide next level of Customer Relations support after UK Store heads in exceptional circumstances

 

Operations Management

  • Provide management direction to ensure the successful running of the department, meeting all service deadlines and provide all necessary support and guidance to sustain a steady flow of work and maximize productivity. 
  • Contribute to the success of the department by building strong working relationships with all internal and external vendors and departments.
  • Drive and foster a positive team culture, inclusive of professional and personal development, coaching and mentoring

 

Fiscal Accountability

  • Ensure excellent monthly COM audit results and ensure full compliance with all audit procedures per the company standard.
  • Ensure customer information security at all times
  • Oversee the monthly COM audit and the flow of customer owned merchandise

 

Talent Management

  • Recruit, train, maintain and motivate a highly skilled team by ensuring quarterly formalized 1-2-1 meetings are held including coaching, development and timely performance management

 

Business Development

  • Develop a proactive and effective client development strategy including identifying and cultivating CS customers, ensuring consistent collection and updating of client information.
  • Achieve the company benchmark for Data Capture at 90%, and telephone and email capture at 50%.
  • Support efforts to ensure UK Service levels are standardized and consistent across all channels.

Qualifications

  • Extensive Customer Service Management experience, with a focus on luxury brands.
  • A proven track record dealing with a high level customer relations complaint escalations and resolutions
  • Experience managing a team in a fast paced environment
  • Excellent verbal and written communication skills
  • Strong commercial acumen
  • Strictly self-disciplined in managing deadlines
  • Superior interpersonal skills and engaging manner
  • Proven ability and desire to work in a fast-paced, changing environment
  • Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system
  • Undergraduate degree preferred
  • Fluent in English is a must (second languages will be a plus)

 

 

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