Client Development Manager, Contact Center

Position Overview

The Client Development Manager will have a thorough understanding of luxury clientele purchasing behaviors, an elevated approach to events and a proven track record of impacting business, driving client relations strategies and objectives for the Client Contact Center. He/She will be responsible for establishing and executing strategies for the acquisition, engagement, retention and growth of clients with the expectation of selling across all categories having a focus on Engagement and High Jewelry. The Client Development Manager will have a special emphasis on virtual clientele but will also be required to support in person appointments as well as HJ Events.

This individual will lead the Diamond Expert team with the support of the Diamond Expert Team Lead while implementing and driving the clienteling strategy for the greater Contact Center Team. They will be responsible for inspiring the Contact Center's client advisors to further elevate and expand their business through strategic networking and community presence. They will proactively and autonomously develop strategies to build sales through outreach to existing and new high potential clients, identify and capture client data for the purpose of developing curated client experiences, building key and influential relationships, and personalizing client development opportunities, while representing the brand at the highest level by supporting team members at in person appointments and High Jewelry events.

The Client Development Manager must be able to think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people and brand desirability. They will be an inclusive leader who is open and approachable and will work with local teams in a transparent, united and mutually supportive manner. They must ensure the teams are connecting with clients and teams to achieve our goals. They must model and champion the Tiffany Competency Model of being Thoughtful, Curious and Optimistic.

Key Accountabilities

High Jewelry Sales

• Create and lead a strategy for Diamond Experts to grow HJ business.
• Lead Client Contact Center Client Relations strategy to develop and execute HJ outreach and engagement strategy.
• Partner with Team leaders and learning to develop selling skills, build business acumen and inspire HJ expertise in Client Advisors and leaders.
• Lead strategic support for High Jewelry events, caravans and curated client moments.
• Required to support in person appointments, hosting as well as HJ Events.
  
  

Clienteling

• Develop & evolve our client contact strategy with a focus on personalized outreach, appointments & client planning
• Champion high quality data capture & data privacy
• Foster strong cross functional relationships as you manage the ongoing enhancement of our clienteling strategy
• Manage clienteling budget & advise as needed on specific budget planning around top client development events.
• Continuously innovate to deliver stronger results
• Manage and scale existing virtual studio
  
  

Sales & Service

• Deepen the relationship with our clients to achieve sales plan and drive lifetime loyalty and spend.
• Partner with Team Leads to consistently achieve or exceed monthly, quarterly and annual sales plan.
• Drive client development activities virtual to cultivate new and existing clients.
• Demonstrate sales leadership by playing an active role in managing long-lasting client relationships personally through private selling.
• Drive business through key product pillars with special focus on High Jewelry.
• Optimize virtual tools to create unique experiences.
  
  

Required

Qualifications

• Minimum of 5 years of retail or luxury retail store management experience or relevant client related experience
• Ability to travel to client appointments and HJ events
• Proven track record in sales generation, managing the achievement of sales results.
• Flexibility to work non-traditional hours, including days, nights, weekends and holidays.
• Proven ability to develop new opportunities and maintain client relationships while ensuring brand recognition and penetration in market.
• Must possess consistent impeccable self-presentation for in person client hosting
• Ability to translate luxury experience into knowledge foundation and defined strategies
• Ability to analyze market trends and develop strategic plans
• A willingness to work non-traditional business hours including evenings, weekends and holidays.
  
  

Preferred

• A college/university degree.
• Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred.