Tiffany & Co.

  • Specialist, Website Initiatives & Customer Experience - eCommerce

    Location UK-London
    Req #
  • Overview

    The Specialist will be responsible for identifying, implementing and tracking website initiatives that improve the customer experience. This includes being responsible for projects that aim to improve customer loyalty and the post purchase experience.


    The Specialist will work closely with the Global Digital Commerce team to facilitate the roll-out of global projects that create seamless customer journeys – for example booking a store appointment online, finding an item in store, live chat and personalised online experiences. This role is focussed on improving the online customer experience to more closely match the in-store experience and ensure that the website is understood and used as a key enabler by all teams.


    The Specialist ideally has multiple sales channel and/or customer service experience and is a dynamic and attentive individual who is adept at relationship building with internal and external clients. They are also proactive, tenacious, enjoy problem- solving and are an excellent team player. 


    Online Experience

    • Partner with the global team to roll-out of projects that improve the online customer experience looking at engagement rates as well as revenue.
    • With the re-platforming of the website (AEM) be the key point of contact for initiatives that improve the customer journey, which will include the development of tailored client experiences.  Work closely with the Ecommerce Manager to propose appropriate A/B testing scenarios to highlight regional specific opportunities and follow these through to implementation.
    • In collaboration with the Ecommerce Manager provide support for onsite merchandising of key pages on the priority sites at key times.
    • Be responsible for monitoring and improving the online personalisation offer (engraving, embossing, etc.), collaborating closely with the LTSC and Global Digital Commerce.
    • Work closely with the Direct Sales team to gain insights into customer pain points and pick up website improvements that can be made to reduce calls – e.g. accurate store hours, locations and accurate FAQs.


    Post Purchase Experience

    • Liaise with central teams to continue to improve the post purchase experience; to include the overhaul of the website generated emails, outer packaging and delivery options.
    • Represent the Ecommerce team in cross-functional meetings that aim to improve the customer experience.


    Driving Store Traffic and Sales from the Website

    • Lead website functionality of Click and Collect, DC Sends and Live Chat
    • Coordinate the update of our brand assets on the Selfridges website in line with the promotional calendar and the UK team’s strategic focuses.
    • Monitor the use of Find in Store functionality and recommend changes when required and project manage updates when available.
    • Ensure the website supports functions that drive to store, for example making an appointment for a diamond consultation.

    Building Loyalty/ Retention

    • Partner with Regional CRM to ensure Ecommerce focused emails are included in the calendar and ensure shipping and cut-offs dates are promoted.
    • Identify opportunities to improve on site data capture, monitor trigger emails and liaise with Regional CRM to identify opportunities to improve customer segmentation to allow for more relevant and effective communication.
    • Partner with Regional CRM team to test e-CD100 for high value UK Ecommerce clients. Review opportunities to extend the programme and roll out to other markets.

    Internal Communications

    • Partner with the Education team to ensure the website and its communication's and business role is included in on-boarding and training programmes and champion a customer- centric approach.
    • Collaborate with EMEA Retail and Customer Service teams to promote close integration ensuring that the customer experiences only “one Tiffany” and that internal organisational design results in no external impact.


    Required Qualifications/Primary Job Requirements

    • Educated to degree level.
    • + 3 years’ experience in a results driven multi-channel ecommerce environment.
    • Strong communication and networking skills.
    • Knowledge of ecommerce disciplines, channels and platforms.
    • Experience of working in retail/and or customer service.
    • Strong understanding of online and off-line customer journeys.
    • Demonstrated project management skills and delivering projects on time and within budget.
    • Self-starter with a high degree of initiative.
    • Team player.
    • Ability to multitask and prioritise.
    • Great attention to detail and highly organised
    • Experience of using analytical tools e.g. Omniture and Google Analytics.
    • Strong knowledge and frequent use of MS Excel, PowerPoint.
    • Commercially minded and extremely driven.


    Preferred Qualifications/Primary Job Requirements

    • Luxury Retail & Ecommerce experience.
    • Relevant degree and/or professional qualification.
    • Exposure to running ecommerce in partnership with a contact centre and working with a DC team.
    • Experience of European markets.
    • Exposure to the Customer Service function.


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