Director, Omni-Channel | Full Time | ANZ Market
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 optimize 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 behaviors and principles
- Exceptional collaboration skills, proven ability to form strong cross‑functional relationships with varying business partners
Founded in 1837 by Charles Lewis Tiffany in New York City, Tiffany & Co. is one of the world’s most prestigious houses for jewelry and accessories. Love has been the driving force of Tiffany & Co. since its inception, uniting the jeweler’s core values of inventiveness, craft and joy in designs that endure across generations.
As a global pioneer in the art of fine jewelry, Tiffany has spent almost two centuries perfecting its craft and setting benchmarks within the industry. It is through this unwavering vow to excellence and expertise, to heritage and innovation, to optimism and possibility that Tiffany continues its legacy, creating designs that inspire people to express and celebrate the many facets of love.
Crafting Dreams Starts With Yours
At LVMH, people make the difference in the art of crafting dreams.
Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.
#J-18808-Ljbffr