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- Tasks: Lead training for Client Care Centre teams and coach advisors to ensure top-notch service.
- Company: Join the iconic Tiffany & Co., a leader in luxury goods and jewellery.
- Benefits: Enjoy a full-time role with opportunities for remote work and professional development.
- Why this job: Be part of a dynamic team that shapes client experiences and drives brand excellence.
- Qualifications: 4+ years in training, coaching, and quality monitoring; strong communication skills required.
- Other info: Ideal for those passionate about luxury retail and eager to make an impact.
The predicted salary is between 42000 - 84000 £ per year.
Join to apply for the Client Care Centre Learning Manager role at Tiffany & Co.
Join to apply for the Client Care Centre Learning Manager role at Tiffany & Co.
Job Description
The Learning Manager will deliver a focused training curriculum for the Client Care Centre Teams, as well as partner with Client Care Center Director and Managers to observe, monitor, and coach advisors to ensure service standards and role execution are consistently high and brand behaviors are demonstrated across all client contact channels.
Job Description
The Learning Manager will deliver a focused training curriculum for the Client Care Centre Teams, as well as partner with Client Care Center Director and Managers to observe, monitor, and coach advisors to ensure service standards and role execution are consistently high and brand behaviors are demonstrated across all client contact channels.
This role will be part of the EMEA Learning community, representing both dotcom and Client Care, fostering omni-channel behaviors.
The Training scope includes new design, enhancement and adaptation of existing content, and the delivery of sessions ranging from New Hire Onboarding, daily huddles, train-the-trainer or advisor sessions to drive a ll relevant KPIs and touch points of client and user experience (e.g. sales conversion, client experience, product knowledge, system navigation, contact channels expertise)
Through remote and live observations, use of a quality monitoring scorecard and facilitation of calibration sessions, the Learning Manager will provide feedback and insight to the Client Care Director and dedicated Team Managers and Advisors to support all client-centric activities across the Client Care Center. The Learning Manager will partner with the Managers to ensure coaching is being conducted in a consistent and measurable way, driving key behaviors to support an elevated omni-channel experience.
Curriculum Development:
- Develop and maintain learning curriculum for the Client Care Center across all touch points including: client experience, selling skills, product presentation, and system usage.
- Evaluate opportunities to improve current training and business processes and create content.
- Adapt training materials from Global Retail Learning partners for Client Care Center audience.
- Coordinate training efforts and collaborate with team members and stakeholders to align and implement new or reinforce current business processes.
- Ensure all training resources are updated and maintained including: SOPs, Manuals, Job Aids and SharePoint sites
Training Delivery:
- Deliver a mixture of in-person or remote Manager ‘train-the-trainer’ or Advisor sessions to introduce new curriculum and enhance existing knowledge/skills, as well as support with new hire onboarding and daily briefings.
- Facilitate impactful instructional material that focuses on skills and knowledge development and behavioral change that will drive business impact/desired outcomes.
- Support the application of behaviours associated with adult learning and business standards through direct communication, delivering constructive feedback and demonstrating active listening.
- Measure learning outcomes aligned with business impact through post training survey endeavours (surveys, follow-up, correspondence); analyse results and communicate to key stakeholder
Client Experience Monitoring and Coaching:
- Monitor and observe daily client interactions via CSAT, VoC, Live Monitoring and recording technologies and ensure brand behaviors are demonstrated in the client experience across all channels.
- Partner with CCC Director and Managers, providing insights and identifying opportunities for improvement of individuals and teams as evaluated against Tiffany knowledge, client experience, selling skills and attitude benchmarks/best practice.
- Maintain and evolve quality monitoring methods to lead manager calibration sessions to ensure consistent coaching across all contact channels and markets.
- Track CX metrics (internal and external), noting coaching conversations, calibration sessions and quality training sessions. Include in monthly recap and analysis of CX performance.
Required Qualifications
- 4+ years of training and development, coaching and Quality Monitoring Experience
- Demonstrable ability to developing and deliver training programs and associated measurement tools and strategies that focus on reaction to learning, knowledge transfer, application on the job, and business impact.
- A positive and collaborative attitude to work well with all stakeholders.
- Self-motivated, accountable, organized, analytical and detail oriented.
- Proficiency in MS Office or equivalent applications, as well as the technological aptitude and the ability to learn new software platforms rapidly and effectively.
- Demonstrated experience in project management.
- Confident and adaptable facilitation, presentation, communication and interpersonal skills.
- Ability to work flexibly as support required across peak/off-peak periods, including some weekends.
- Authorization to work and remain in the UK
Preferred Qualifications
- Previous sales (inc. familiarity with direct selling sales order entry systems and order management) or service experience in a luxury retail, ecommerce or contact centre environment.
- Familiarity with client communication and e-commerce associated technology, navigation, and terminology.
- Professional fluency (written and verbal) in a second language relevant to the EMEA markets supported.
- Jewelry industry experience or GIA Certified
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Marketing and Sales
-
Industries
Retail Apparel and Fashion, Retail Luxury Goods and Jewelry, and Retail
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Client Care Centre Learning Manager employer: Tiffany & Co.
Contact Detail:
Tiffany & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Care Centre Learning Manager
✨Tip Number 1
Familiarise yourself with Tiffany & Co.'s brand values and customer service standards. Understanding their luxury positioning will help you align your training strategies with their expectations.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and specific challenges faced in the Client Care Centre, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your experience with curriculum development and training delivery. Be ready to share specific examples of how you've successfully improved training outcomes in previous roles.
✨Tip Number 4
Showcase your analytical skills by preparing to discuss how you measure training effectiveness. Highlight any tools or methods you've used to track learning outcomes and business impact.
We think you need these skills to ace Client Care Centre Learning Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in training, coaching, and quality monitoring. Use specific examples that demonstrate your ability to develop and deliver training programmes, as well as your familiarity with client care standards.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the luxury retail industry. Mention how your skills align with the responsibilities of the Learning Manager position, particularly in curriculum development and client experience monitoring.
Showcase Relevant Skills: Emphasise your proficiency in MS Office and any other relevant software. Highlight your project management experience and your ability to adapt training materials for different audiences, which is crucial for this role.
Demonstrate Cultural Fit: Research Tiffany & Co.'s brand values and culture. In your application, reflect how your personal values align with theirs, especially regarding client service excellence and collaboration within teams.
How to prepare for a job interview at Tiffany & Co.
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Client Care Centre Learning Manager. Familiarise yourself with the training curriculum, coaching methods, and the importance of client experience in luxury retail.
✨Showcase Your Experience
Prepare to discuss your previous training and development experiences. Highlight specific examples where you've successfully delivered training programmes or improved processes, especially in a customer service or luxury retail environment.
✨Demonstrate Collaboration Skills
Since this role involves working closely with various stakeholders, be ready to share examples of how you've effectively collaborated with teams in the past. Emphasise your ability to build relationships and work towards common goals.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and coaching abilities. Think about how you would handle specific situations related to client interactions or training challenges, and be prepared to articulate your thought process.
