Client Development/CRM Expert UK, Ireland, Nordics

The Client Development Manager, UKIN is responsible for spearheading the client development strategy across the UKIN market. This role focuses on enhancing client acquisition, retention, and overall client lifecycle engagement, directly contributing to increased sales performance and strengthening brand loyalty within the region.

Key Responsibilities

• Conduct comprehensive analysis of clienteling data specific to the UKIN market to identify key trends, emerging opportunities, and areas for strategic improvement in client acquisition, retention, and development at store level.
• Design, develop, and implement data-driven action plans and initiatives tailored for UKIN retail teams to optimize clienteling performance.
• Continuously monitor the efficacy of implemented action plans, making proactive adjustments to maximize results and achieve desired outcomes.
• Define with Store Managers the right clients lists to push to client advisors, depending on the time of the year: key commercial moments, local festivities, local or international events.
• Oversee the integrity, accuracy, and strategic utilization of the client database for the UKIN market.
• Develop and implement protocols for data capture, cleansing, and maintenance to ensure high-quality client information.
• Ensure compliance with data protection regulations (e.g., GDPR) in all client database activities.
• Leverage database insights to segment clients and personalize client development initiatives effectively.
• Track and diligently monitor critical clienteling metrics across the UKIN market, including client acquisition rates, retention percentages, average transaction values, and client lifetime value.
• Generate and present regular, insightful reports to the Retail Excellence Director and UKIN retail teams, detailing clienteling performance and strategic recommendations.
• Proactively identify, document, and disseminate best practices in clienteling across the UKIN region to foster continuous improvement.
• Lead and facilitate engaging training sessions for UKIN retail teams, focusing on the proficient use of clienteling tools and advanced techniques in client relationship management.
• Ensure the widespread and effective adoption and optimal utilization of the clienteling tool across all UKIN retail operations.
• Provide continuous, expert support and guidance to UKIN retail teams on evolving clienteling strategies and effective tool application.
• Foster strong collaborative relationships with UKIN store managers, marketing teams, client relations, and other pertinent stakeholders to ensure cohesive alignment of client development strategies and initiatives.
• Maintain transparent and effective communication channels with UKIN retail teams, providing regular updates on clienteling performance, strategic action plans, and shared best practices.
• Collaborate efficiently with EMEA teams, ensuring that the unique needs and insights of the UKIN market are effectively represented and integrated into broader strategies.

Qualifications

• Advanced clienteling tools (e.g. Salesforce, and other CRM tools)
• Ability to create personalized outreach (appointments, follow-ups, gifting, styling edits)
• Proficient with Excel, PowerPoint
• Strong analytical and interpretation skills of data
• Luxury experience in clienteling strategy and events
• Understanding and acting on: Purchase history, Client preferences, Cross-category opportunities
• KPI fluency e.g. Repeat purchase rate, AUR, Conversion rate, Client retention

Tiffany & Co. is formed from many facets - talented people who make our community stronger with their creativity, perspective, and lived experience. This is why diversity, equity, inclusion, and belonging (DEIB) are at the core of our business and our culture. We’re committed to creating a more inclusive jewelry industry that empowers people of all backgrounds to shine and evolve to new heights. We believe reaching your full potential requires a solid foundation, and your well-being is a central pillar. Tiffany employees are eligible for comprehensive benefits, including global benefits like adoption and surrogacy assistance, and parental leave, as well as programs that support mental, emotional, physical, and financial well-being. We also offer competitive pay, medical, dental, and eyecare, pension plans, paid time off, alongside other meaningful employee offerings.