Position Overview 

The Manager- Omnichannel Projects will lead and manage the implementation of omnichannel projects that improve the client experience. This includes spearheading initiatives that aim to improve client loyalty, before and after purchase experience. The Manager- Omnichannel Projects will collaborate with the Global Digital Commerce team to facilitate the roll-out of global projects that create seamless client journeys – for example booking a store appointment online, finding an item in store, live chat and video chat. This role is focused on developing new tools to connect digital traffic to client advisors. 

The Manager- Omnichannel Projects is also responsible for setting up and managing all 3rd party Ecommerce partners. The individual is passionate about improving the online client experience and providing solutions to connect the digital with the physical. This person will ensure that the website is understood and used as a key enabler by all teams. The Manager- Omnichannel Projects should have multiple sales channels and/or customer service experience and be a dynamic and attentive individual who is adept at relationship building with internal and external clients. They are also proactive, tenacious, enjoy problem- solving and building cross-functional relationships. The Manager- Omnichannel Projects is a loyal ambassador of the Tiffany brand and 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 Honour the Tiffany legacy

The Tiffany & Co. Manager- Omnichannel Projects will exhibit skills in the following competencies:

Credibility:  Demonstrates character, displays professionalism, models agility. Expertise & Judgment:  Demonstrates expertise and business acumen, applies judgment, and 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. 

Key Accountabilities:

Driving Digital Traffic towards a 1:1 Consultation

Lead the regional roll-out of omnichannel projects that aim to connect digital traffic to personal interaction, e.g. launching online appointment booking. Lead the expansion of Live Chat, WhatsApp and chatbot in the region. Lead website functionality that drives to store – e.g. Click and Collect, speak to a Diamond Expert and Find an Item in Store. Use client behaviour, sales data, and client advisors’ feedback to propose enhancement for the existing omni-channel services continuously Lead competitive research to propose new omnichannel initiatives that takes Tiffany’s omnichannel experience to the next level

Manage Middle East Ecommerce websites

Work closely with Global, local team and external partners to increase regional penetration and meet business results. Share EMEA ecommerce best practices and help with the implementation of best-in-class end-to-end ecommerce processes.

Omnichannel Projects delivery

Oversee delivery of projects such as corporate gift card and gift card expansion in European markets and online gifting experience enhancement. Monitor the performance and strategize the evolution of delivered projects to turn these into revenue drivers and client recruitment channels.

Manage 3rd Party Ecommerce Partners

Collaborate with new partners to co-create the most pragmatic technical solution for Tiffany to have a brand page on their sites. Monitor performance of this sales channel on a monthly basis and propose recommendations for improvement. Support the commercial team to enhance relationship with 3rd party’s digital counterparts. Use data and UX expertise to propose digital and omni-initiatives to grow new customers and increase loyalty for Tiffany 

Online Experience

Be the regional manager for global initiatives that improve the online client experience, for example Google Review improvement. Work closely with the CCC to gain insights into customer pain points and pick up website improvements.

Post Purchase Experience

Liaise with central teams to continue to improve the post purchase experience; to include the overhaul of the website generated emails, outer packaging, delivery options and online tracking. Collaborate with Trade & Logistics to define and implement a tailored delivery services that work from both the DC and Stores. 

Internal Communications

Partner with the Education team to ensure the website and its communication's and business role is included in on-boarding and training programmes and champion a customer- centric approach. Collaborate with EMEA Retail and the CCC team to promote close integration between channels, ensuring that the client experiences only “one Tiffany” and that internal organisational design does not hinder the clients’ path to purchase.

 

Required Qualifications/Primary Job Requirements

Educated to degree level. + 5 years’ experience in a results driven multi-channel ecommerce environment. Strong communication and networking skills. Knowledge of ecommerce disciplines, channels and platforms. Technical experience particularly automated data feeds, piloting and testing new technologies. Experience of working in retail/and or customer service. Strong understanding of online and off-line customer journeys. Demonstrated project management skills and delivering projects on time and within budget. Self-starter with a high degree of initiative.  Excellent Team player. Ability to drive and lead projects, multitask and prioritise. Great attention to detail and highly organised Experience of using analytical tools e.g. Adobe and Google Analytics. Strong knowledge and frequent use of MS Excel, PowerPoint. Commercially minded and extremely driven.

 

Preferred Qualifications/Primary Job Requirements

Luxury Retail & Ecommerce experience. Relevant degree and/or professional qualification.  Exposure to running ecommerce in partnership with a contact centre and working with a DC team. Experience of European markets. Exposure to the Customer Service function