Director, Omni-Channel | Full Time | ANZ Market At Tiffany & Co., joy is central to everything we do, from crafting our exceptional pieces to inspiring clients to express and celebrate the many facets of love. It’s a skill that we’ve been perfecting since 1837, one empowered by our daring vision and entrepreneurial spirit. Together, each generation of employees honor our past while dreaming of our future.
The name Tiffany & Co. instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world’s great love stories.
Are you passionate about Omni Channel?
Do you love making a difference?
Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
The Director, Omnichannel 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 open and approachable and will work with both the central team and the local teams in a transparent, united and mutually supportive manner. The Director must model and champion our core belief; People Make the Difference and our values; Be Creative & Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit.
Responsibilities General Management / P&L for ANZ eCommerce
Achieve and exceed ANZ eCommerce KPI targets
Digital merchandising and local content optimizations
Orchestration of digital commerce ops and fulfilment, in partnership with DC, supply: delivery, post‑purchase experience
Web analytics and insights to inform and optimise digital and omni growth plans
Expand E‑commerce reach in the region
Client Care Contact Center Management
Build People and Team capabilities
Client Relationship Management, Analytics & Insights Across Retail/Digital/Omni
Client goals definitions and tracking of performance vs. goal
Client insights to inform regional strategy
Deliver the ‘one to many’ communications beyond email and SMS
Deliver the Clienteling Tools to support the Omni channels
Planning and execution of data‑driven clienteling and CRM initiatives (e.g. target client lists pushed in SF)
Talent Management
Coach and develop a strong team by providing guidance, support and regular performance feedback to foster an environment supporting Tiffany Promise to enhance client engagement, build enduring relationships and represent Tiffany Brand values.
Develop and oversee Staffing activities including hiring, retaining and promoting the highest performers using fair, transparent and fact‑based criteria. Build a robust internal and external pipeline by identifying and selecting top talent for every hiring decision. Collaborate with HR and key leaders to ensure a consistent, branded onboarding experience for all new employees.
Oversee and provide guidance on training initiatives, in conjunction with Retail Learning & HR to ensure relevant staff are appropriately inducted and trained in selling, client development as well as operational, client services etc.
Ensure compliance with all policies and procedures through effective and timely communications.
Develop and maintain a positive and professional working environment both internally and externally by demonstrating leadership through the highest levels of trust, integrity, fairness and professionalism.
Act as a Role Model, demonstrating the expected LVMH Values
Qualifications
10+ years related eCommerce/Omni‑Channel experience with emphasis on direct customer contact, preferably within a jewelry or luxury retailer
Experience managing budgets and sales
Experience in developing short‑ and long‑term strategic plans
Proven experience working in global matrix organizations, where championing the needs of a market/region can be worked in concert with global brand building behaviours and principles
Exceptional collaboration skills, proven ability to form strong cross‑functional relationships with varying business partners
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