Manager, Operations & Aftercare - Old Bond Street

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 whiledreaming of our future.

We are looking for thoughtful, curious, and optimistic talents, seeking to deliver excellence and to contribute to Tiffany & Co.\’s continued legacy.

As Operations Managers, we celebrate and cherish our clients by making sure they live the most seamless and personalized experiences. We uphold the utmost standards of operational excellence, always maintaining a neat & organized store and overseeing all retail & stock operations.

The Operations Manager will support the sales, operations and aftercare of the flagship location in Old Bond Street to lead the way in Retail Operational and Service Excellence across the store. The Operations Manager is a dynamic, attentive and inspiring individual who has mastered relationship building with internal colleagues and external clients; someone that is reliable, efficient, and a team player, while setting expectations for unsurpassed client service. The Operations Manager is a strong, decisive and collaborative individual; is a loyal and constant brand Ambassador of the Tiffany name, in a location frequented with public relations media opportunities and high-profile events. The actions and directions of the Operations Manager will align with the Tiffany Global Service Philosophy to:

» Create a connection between internal and external customers to the Tiffany & Co. brand

» Build trust and credibility

» Exceed expectations

» Honor the Tiffany legacy

The Tiffany & Co. Operations Manager will exhibit skills in the following competencies:

• Credibility: Demonstrates character, displays professionalism, models agility.

• Expertise & Judgment: Demonstrates expertise and business acumen, applies judgment, takes calculated risks.

• Strategy & Innovation: Thinks strategically, inspires creativity, plans and organizes.

• Partnership: Collaborates productively, cultivates and manages talent, communicates with impact.

• Execution: Strives for excellence, delivers results, and measures outcomes.

Leadership

• Positively influence, develop, and motivate Operations Coordinators and Aftercare Advisors at a high level to achieve results that are in the best interest of Tiffany.

• Contribute to team briefings, meetings with Retail Management and demonstrating a positive leadership presence at all times.

• Remain current on all industry news and company updates to ensure compliance with company policy changes.

Talent Management

• Ensure appropriate presence in the Operations and Aftercare Departments to provide ongoing coaching and feedback.

• Recruit, train, maintain and motivate a highly skilled team by ensuring regular formalized 1-2-1 meetings are held to discuss performance relative to expectations and plans, to identify and leverage strengths and close any identified skill gaps through appropriate coaching and training, and timely performance management.

• Be an advocate for and share information about top talent to enable mobility of top talent across the business.

Commercial Success

• Support the attainment of store goals by assisting in the management of expenses and loss alongside Retail, Finance & Operations Leadership

• In partnership with Retail and Operations Coordinators review process and adherence to policy resulting in positive audit and control measures:

• Cycle count results above 98%

• PI results above 98%

• Control and minimize shrinkage in inventory adjustments within set guidelines
• Support and execute retail excellence and CVM

• Develop a proactive and effective client development strategy including identifying and cultivating Aftercare clients, ensuring consistent collection, and updating of client information.

• Collaborate with stakeholders and support efforts to ensure UK Service levels are standardized and consistent across all channels.

Compliance & Consistency

• Working closely with Operations Coordinators, Aftercare Advisors and Retail Management and through reporting, ensure compliance in Old Bond Street, including but not limited to:

• Monitor the daily high value count and investigate any discrepancies within 24 hours

• Completion of the cycle count program in adherence to the schedule

• Coordination of Physical Inventory counts in adherence to the schedule including preparation and post-count reconciliation

• Receiving merchandise replenishment shipments

• Facilitate inter-branch transfers and follow up on special orders

• Maintenance of the daily kickout report and investigation of all kickouts within 48 hours

• Maintenance of the daily returns report and processing all returns within 24 hours

• Processing of inventory adjustments in accordance with policy and delegation of authority

• Management of borrowed merchandise orders including stock repairs and PR borrows

• Manage price change for Old Bond Street

• Ensure excellent monthly COM audit results and ensure full compliance with all audit procedures per the company standard. Ensure customer security at all times.

• Partner with stakeholders and lead monthly health and safety audits for the store#

Client Focus

• Work in partnership with Retail Management, Client Advisors, and Aftercare Advisors to guarantee controls are in place to ensure compliance

• Collaborate with a wide range of departments across the business including but not limited to Security, Finance, Retail Support, Merchandising and PR

• Working collaboratively with Retail Management to identify opportunities for new initiatives and drive change within the Operations and Aftercare team

• Monitor, address and respond to all client feedback, both positive and negative from all channels in a timely manner including phone, TEI, General Feedback, Chairman\’s Correspondence, online Customer Service Emails and shop floor complaints when appropriate. Foster a climate of service excellence through the tone and content of all AC communications and hold staff accountable for demonstrating the behaviours that enhance customer engagement.

• Ensure all coms taken in contain the necessary information to enhance client journey

Your Profile

• Must currently hold authorization to work and remain in the UK

• Minimum 5+ years of prior experience in retail operations with comprehensive knowledge of merchandising, client service, administration and people management

• Organized, detail-oriented and efficient, with a track record in retail operational excellence (stock, payment, security, maintenance, etc.), preferably in a luxury environment

• Proven ability to manage omnichannel and care service transactions, monitor and report stock KPIs, and effectively manage and organize stock (including cycle counts and inventories)

• Service-oriented with knowledge of luxury etiquette

• Demonstrated ability in implementation of operational tools and novel security measures

• Collaborative and supportive team player with strong interpersonal skills

• Solution-driven, proactive and agile in fulfilling ad-hoc operations requests

• Strong analytical skills with proficiency in Microsoft Word and Excel

• Flexibility to work non-traditional hours, including days, nights, weekends, and holidays

Preferred

• A University degree

• Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred

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