Position Overview

The Store Manager will effectively lead, develop, coach and support the sales to meet and/or exceed sales plans and profitability targets. The Store Manager is the business unit team leader, an individual that locally builds a climate of the Tiffany Experience and client development by maximizing the performance of motivated, innovative, enthusiastic and engaged employees who are sales plan achievers. This position is in charge of the overall store management, team development, scheduling, sales and training to ensure operational effectiveness at all times. 

Key Accountabilities 

1) Fiscal Accountability

Meet and exceed store sales plan. Think strategically and proactively propose constructive action plan to create traffic and store attraction to achieve sales. Maximize the use of company resources e.g. marketing collateral, to achieve better sales results. Regularly communicate corporate strategies and initiatives to Client Advisors to increase sales.

2) Service Excellence

Coach the store team to reinforce TCO training concepts and develop the necessary skills to ensure consistent delivery of Service Excellence.  Act as a brand ambassador and provide excellence service as when needed. Handle and manage feedback from client s, e.g. messages in client service mail box, client commendations/ complaints.

3) Client Development

Assess local market opportunities to develop a proactive and effective client development strategy focusing on the local client base to drive new client acquisition, lapsed client re-engagement, cultivation of Tiffany Register (TR) clients, optimizing promotion and TR activities. Set up KPI target with management. Communicate the client development strategy and the related individual objectives e.g. KPI on returning client, for each member of the store. Coach the sales team in meeting the objective, measure the results, share with the team and update the management as well needed. Develop a strategy to increase the repeat purchase rate of first time Engagement purchasers.   

4) Talent Management

Coach, manage, support and guide the development of individuals. Perform monthly touch base coaching exercise with all store staff using KPI results. Ensure timely and effective resolution of all significant performance issues by creating action plans for underperforming employees. Identify and tracking the development of potential employees.     

5) Store Operations

Ensure the store operates efficiently and effectively and in compliance of company standard.    Maintain standards for all creative vehicles in store, including: Windows and vitrines, signage, flowers, bar, holiday décor. Maintain standards for merchandising directives: Ensure case line presentations complete and up to date and maintain merchandising adjacencies. Ensure the store team has up-to-knowledge and awareness of security and emergency procedures.

Required Qualifications

Minimum 10 years of retail sales experience in which at least 3 years at management level Strong in store operations, sales & service, people management and training experience Result-driven, proactive, excellent in communication and interpersonal skills Strong sense of commitment and store ownership Reliable with strong sense of responsibility plus problem solving ability Proficient in computer literacy and fluency in English and Mandarin Luxury brand or Jewelry experience is definitely an advantage