The Store Director will effectively lead, develop, and support the members of a Tiffany store to meet and/or exceed sales plans and profitability targets. The Store Director 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.
Fiscal Accountability
- Meet and exceed store sales plan.
- Achieve target by category.
- 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.
- Partner with the Market Director to keep track of monthly, quarterly, and yearly sales plan and strive to meet and exceed the sales against the annual budget.
- Use sales reporting tools to create recommendations for increasing sales.
- Regularly communicate corporate strategies and initiatives to Client Advisors to increase sales.
- To identify fast & slow sellers then recommend appropriate action.
Service Excellence
- Develop, enhance, and implement a culture of Service Excellence.
- Foster a climate of Service Excellence - define, model, and hold staff accountable for demonstrating the behaviors that enhance client engagement, build enduring relationships, and represent Tiffany Brand values.
- Coach the store team to reinforce TCO training concepts and develop the necessary skills to ensure consistent delivery of Service Excellence.
- Ensure that the in-store experience is consistent and a competitive differentiator.
- Act as a brand ambassador and provide excellence service as when needed.
- Direct and coach the team to properly handle client complaint at the lowest level.
- Identify actions on the Mystery Shopper Program result and Tiffany Experience Index to improve client experience. Coach the store team on the required actions/behaviors and monitor the result.
- Achieve current MSP targets.
- Handle and manage feedback from clients, e.g. messages in client service mailbox, client commendations/ complaints.
Client Development
- Strengthen the local client base, existing and new clients.
- 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.
- Coach the store team in engaging clients and build long term relations with clients. Monitor the follow up work with client to maximize the result.
- Utilize the CRM tools to execute client development strategy, ensuring consistent recruitment and collection of new client information.
- Achieve clients development annual target set by company.
- Identify clients and who have potential and cultivate relationships.
- Develop a strategy to increase the repeat purchase rate of first time Engagement purchasers.
- Event planning and calendar updated and maintained and results measured.
- RSVP and attendance rate of events.
Talent Management
- Utilize the Tiffany Onboarding program to ensure a consistent, branded onboarding experience for all new employees.
- Coach, manage, support, and guide the development of individuals.
- Hold yearly PMP meetings with all members of staff to discuss performance relative to expectations/plans, to identify and leverage strengths, and to close any identified skill gaps through appropriate coaching and/or training.
- Develop individual action plans to increase sales and improve performance.
- 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.
- Managing staff costs and headcount within pre-approved budget.
- Execute team training plan for store.
- Maintain employee engagement through Tiffany value driven leadership and employee recognition.
- Constantly monitor the quality of talent in the competition and pro-actively keeps potential talent engaged until real opportunities arise.
Store Operations
- Ensure the store operates efficiently and effectively and in compliance of company standard.
- Collaborate with CVM and merchandising for timely implementation.
- 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.
- Prepare relevant reports to management.
- Demonstrate positive audit control results.
- Perform comparative studies on the monthly reports.
Corporate Standards and Directives
- Fully understand and support current business initiatives and new product launches in order to drive the success of the business.
- Ensure all sales activity complies with corporate brand standards and directives, including Product Presentation and Visual Merchandising.
- Maintain security standards within the store to ensure safety of clients, colleagues and to protect our assets through appropriate care and handling of merchandise.
Personal Leadership
- Work as a team partner with colleagues to ensure client satisfaction and contribute to a positive store environment.
- Remain current on all industry news and company updates and complete provided training courses to ensure compliance with company policy changes to better serve clients.
- Ensure the staff are operated at their maximum level.
- Ensure all staff are maintained at the highest decorative standards.
