Assistant Manager - Contact Centre - Tiffany & Co. - London

Tiffany & Co. celebrates love, romance, elegance and beauty. For 177 years, our philosophies have inspired our people to build a heritage of innovative design and world class luxury. Our people are proud to share their expertise and to provide the quality customer service for which we are famed. The Assistant Manager, Direct Sales shares this passion and is a critical business partner in ensuring that Tiffany & Co. continually achieves excellence.

Responsibilities:
The Direct Sales team are based in London with responsibility for delivering sales and customer service support to a Europe wide business, retail and customer service functions. This contact centre environment is vibrant, multicultural and engaged.

The Assistant Manager, Direct Sales is responsible for executing overall management of Direct Sales, which supports Europe Contact Center Sales and Service. This includes sales and operational performance, and the professional development and management, of a team of Sales and Service Professionals. The position provides leadership, business focus, and drives continuous improvement through all phases of the business. The Assistant Manager will identify and analyse trends and opportunities that drive revenue and maximize customer engagement.

The development and coaching of the Direct Sales team is a critical element of the Assistant Manager position, reinforcing Tiffany & Co. training concepts to develop the necessary skills to ensure consistent delivery of Service Excellence. The Assistant Manager also supports in driving sales targets for internal and external key performance indicators including contact centre metrics.

Qualifications:
The successful applicant will have:
Bachelor’s degree in business, marketing or equivalent relevant business experience.

Call/contact center management experience.

Luxury retail or Luxury contact centre experience.

Leadership, organization, and communication skills.

Preferably the ability to speak at least one European language and English.

Experience of working with different European cultures.

Strong Microsoft Work, Excel, PowerPoint and Outlook experience required.

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