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Overview

The Director, Retail Performance - Americas will reshape the department keeping the clients and store team at the heart of it.

Through retail partnership, with a bottom up approach, this individual will provide all tools to drive behavioral change needed to deliver the unique Tiffany client experience and will drive business development leveraging the regional and market retail performance organization.

Will be responsible for driving day to day performance, via global retail programs that will lead the retail transformation across the network. The programs will include Voice of the Client and our newly introduced Mystery Shopping program, definition of KPIs, global and local Incentive programs and development of retail dashboard.

This leader will also infuse a culture of continuous improvement across the network via analysis, action plan implementation and follow up.

Key Accountabilities

+ Capitalize on the VOC results, quantitative (NPS) and qualitative to drive change in behavior in the organization via permanent animation across the markets, sharing best practice, driving action plans and competitor benchmarks.

+ Integrate VOC results into the clienteling tool (Brilliance app) via an omni approach to clients with the objective to close the loop to reengage disappointed clients and reward promoters.

+ Build Mystery Shopping program to assess the standard of luxury retail execution towards main competitors.

+ Leverage the results to implement new rituals and elevate the execution of retail standards across the network via sharing best practice, and partnering with HR, Retail Learning, Operations and the clienteling department to build effective action plans.

+ Promote the culture of business acumen via building monthly/weekly/daily reports of both quantitative (sales-related) and qualitative (client experience-related) performance

+ Provide business intelligence to senior management that will drive sales and efficiencies via trend analysis, productivity and competition benchmark.

+ Leverage Data analysis (Product trends/ Productivity/strategic KPI) to promote 360 action plans.

+ Assist in developing and managing incentive programs above and beyond regular commission scheme to reinforce areas of the business.

+ Network Development

+ Create and maintain a clear and coherent store database tool that includes a complete and accurate list of shops, with their attributes ( sqm, BOH, opening dates product categories, floor plans and photos).

+ Design specific reports that allow to assess new store concept performance against plans.

+ Team leadership

+ Lead and motivate a team, inspiring curiosity and elevated understanding of retail to drive performance, accountability, and engagement.

Required Qualifications:

+ College degree or equivalent years of related work experience

+ 15+ years of experience

+ Demonstrates 360 degree thinking and problem solving skills in recommendations about cause and effect relationships beyond quantitative evaluation.

+ Experience leading global projects

+ Demonstrated experience managing teams

+ Strong computer skills in Microsoft Office applications (Excel, Word, PowerPoint)

+ Strong analytical skills

+ Strong verbal and written communication skills

+ Strong interpersonal skills

+ Ability to interact effectively with management

+ Sound decision making skills

+ Self motivation with a strong drive for achievement

+ Ability to prioritize and work in a highly dynamic, fast paced and team-oriented environment

Compensation for this role is between $165,495 to $230,000. Management is also eligible for bonus.

\#LI-Onsite

**Job Identification** : 61325

**Job Category:** : Retail

**Assignment Category** : Regular Full-time

**Remote Positions** : No

**Professional Experience** : Minimum 10 Years

Equal Opportunity Employer