Tiffany & Co. Client Relations Manager, Malaysia

The name Tiffany & Co. instills images of Beauty, Romance and the iconic Blue Box. It is a Symbol of Excellence. Since 1837, the masterpieces of Tiffany & Co. have defined style and celebrated the world's great love stories.

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!
• Do you love making a difference?

The Clienteling Relations Manager leads all strategy and execution support for instore, virtual client or regional events, with emphasis on new and existing client activations and bespoke experiences including High Jewelry events and client gestures and gifting.

The role reports to the Retail Director - Malaysia, with a dotted report to the Director Client Relations, South Asia Pacific.

Responsibilities

Client Experience and Events

• Develop client experience enhancements in store, ensuring high quality execution and monitoring.
• Experiences inclusive of; Hospitality menus, services & special celebrations
• Create exceptional client gestures/gifting initiatives, managing orders and allocations.
• Collaborate with the regional team from ideation, strategy, planning to execution.
• Develop events calendar, new concepts, and activation strategies.
• Deliver and reinvent in-store moments & HJ Events rooted in exceptional client experience with an
  emphasis on personalization.
• Project manage the event production process, specifically in the areas of creative concepts with
  help of agencies, venue sourcing, entertainment sourcing, logistical issues, F&B selection.
• Work closely with outside vendors and continuously research new vendors, ideas, and trends
  within the industry
• Monitor the performance of the events; produce analytical and management reports; maintain
  photo records of events
• Provide retail teams with creative and logistical support for store events
• Monitor market trends and competitive activities on various client experience topics
• Planning and overseeing budgets to efficiently track spending, while identifying risks and
  opportunities
  
  

Develop and grow a clienteling strategy to support both the day-to-day and High Jewelry business

• Drive the development of clienteling programs, strategies, and service support.
• Build strategies on client outreach and engagement through experiences and other
  communication channels: Emailers, collateral, and Salesforce.
• Drive partnership initiatives, prospecting within key networks to identify and cultivate new high
  jewelry clients to meet HJ + Exceptional sales annual sales plan
• Develop a strong knowledge of store High Jewelry/ UHNW Business
• Collaborate with CRM analytics team for client data strategy and support
• Collect market and competitor insight

Service Excellence

• Consistently provide exceptional client service and experience in all client interactions
• Provide support to resolve client complaints and recovery situations as they arise

Qualification

• Driven, energetic and independent
• Luxury Retail Experience
• Possess a full understanding of the marketplace and client demographic
• Detail-oriented, organized, excellent interpersonal skills
• Outstanding written and verbal communications skills
• Passion and creativity for client relationship building
• Ability to meet deadlines, work under pressure, and multi-task
• Microsoft Office Suite (Excel, PowerPoint, and Word)

Preferred

• Degree in Business Administration, Marketing or equivalent is preferred
• Fluent English is mandatory, and knowledge of Bahasa Malaysia is an advantage