Team Manager, Client Contact Center- the Americas (Dallas, Texas)

Position Overview

The Team Manager will support in leading, developing and supporting the sales and operations and team members to meet and/or exceed commercial target and elevate the Tiffany & Co.  digital experience. You will be dynamic, attentive and an inspiring leader who builds relationships with internal and external clients; someone who could be called a mentor, a coach, and who acts as a Guest Experience Manager, ensuring unsurpassed client service. As a Team Manager you will be a dynamic and inspiring leader who embodies the LVMH Values. You will cultivate an entrepreneurial spirit, be creative and innovative and Deliver Excellence in all you do. While as the hear of it all knowing People make the difference.

Key Accountabilities

SALES, CLIENT DEVELOPMENT & SERVICE EXCELLENCE

• Drive performance to meet or exceed digital sales targets, product category goals, and KPIs.
• Champion client development strategies across chat, email, and phone to deepen relationships and increase conversion.
• Manage high value digital client relationships and deliver signature “Tiffany Touch” moments
• Champion key product pillars and ensure alignment with commercial priorities
• Model and coach client-centric behaviors across all digital touchpoints.
• Monitor and elevate the quality of digital interactions through real-time coaching and feedback.
• Leverage client feedback and NPS data to continuously improve service delivery.
• Optimize digital hospitality tools(e.g., virtual appointments, live chat, CRM) to create memorable experiences.

Talent Development

• Attract, hire and retail top digital talent with passion for luxury service
• Foster an inclusive, high performing culture through ongoing coaching, recognition, and development
• Encourage innovation and ownership among team members to drive engagement and results. Set clear goals aligned with strategic priorities and support growth through training and mentorship.

Operational Excellence

• Ensure operational efficiency across digital platforms and back-end systems.
• Monitor compliance with internal controls and data privacy standards.
• Identify and implement process improvements to enhance team productivity and client satisfaction.
• Partner with cross-functional teams (e.g., IT, logistics, Warehouse) to resolve issues and improve workflows.

Required and Preferred Qualifications

Required:

• Minimum of 5 years of retail or luxury retail store management experience or relevant client related experience.
• Proven track record in sales generation, managing the achievement of commercial results. Flexibility to work non-traditional hours, including days, nights, weekends and holidays.
• Proven ability to develop new opportunities and maintain client relationships while ensuring brand recognition and penetration in market. 
• Ability to translate luxury experience into knowledge foundation and defined strategies
• Ability to analyze market trends and develop strategic plans 
• Must have authorization to work in the United States

Preferred:

• A college/university degree. 
• Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred