The Director is responsible for overseeing all operations within the US Tiffany Service Center to ensure service excellence for all Tiffany & Co clients (internal and external). This person will provide direction to the teams keeping in mind profitability goals as well as strategic planning. This person will be dynamic leader and will inspire the team's commitment to our brand.
Quality and Service Excellence
Ensure standards and goals are aligned with the Brand and company strategies and develop and maintain tools to monitor results
Identify trends and seek opportunities for process improvements across the business, while holding the management team accountable to the same standards
Provide direction to the team to ensure quality goals are exceeded
Partner with key stakeholders, including Senior Director TSC, to ensure strategic direction is aligned and obstacles are removed in order to meet and exceed goals with a long-range view
Provide support to adapt and perfect the after sales service delivery to clients, ensuring unique client needs are met. Improve client service levels in all aspects
Talent Management
Provide leadership to your teams by setting clear expectations and holding your teams accountable to these expectations
Commitment to hiring top talent that can grow one or two levels
Develop our current talent by closing skill gaps in order to maximize staff potential through projects and stretch assignments
Collaborate with your Managers to coach and develop staff
Ensure employees are cross-trained, department and facility wide in order to create a more flexible work environment
Ensure employee engagement at all levels
Fiscal Responsibility
Plan and forecast for your department taking into consideration historical trends in order to plan appropriately
Forecast demand capacity by managing relationships with strategic service partners and formulating a service strategy
Financial Acumen: Understand your overall business in order to provide strategies for your department; partner with the financial and operations team as appropriate
Ensure compliance in all aspects of your business
ROI Analysis: Understanding the cost/benefit analysis of your actions
Provide contingency plans to attain established financial goals
The hiring range for this position ranges from $150,000 - $212,000. The rate of pay offered will be dependent upon candidates' relevant skills and experience. Management is also eligible for bonus.
Qualifications
Bachelor's degree required
Minimum of 7-10 years of management experience
Ability to inspire and lead a high performing team with experience utilizing strategic talent management efforts for direct reports (manager level), staff and colleagues
Ability to productively challenge processes and identify improvements, while holding the management team accountable for doing the same
Demonstrated ability to be deliverable focused, balancing short and long term strategies
Ability to develop, analyze, and present business strategy to audiences utilizing current technology with strong professional presentation skills. Solid understanding needed of data manipulation techniques to clean and prepare data for analysis within Excel.
Through professional presence and behaviors, ability to inspire trust and integrity, as well as the ability to influence staff members at all levels
Dynamic team player with ability to positively motivate staff and network locally, regionally and globally to build relationships
Superior communication and interpersonal skills using positive leadership models
Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point
