Manager, Client Experience - The Landmark, NYC

Tiffany & Co.•New York, NY

About The Position

The Manager, Client Experience will lead the top client experience and appointment business at The Landmark, ensuring an unparalleled luxury experience for all domestic and global clients visiting New York City. This role is pivotal in upholding Tiffany & Co.'s brand heritage, prestige, and traditions through highly personalized client interactions and bespoke service at Tiffany & Co’s largest retail space. The Manager, Client Experience must possess an extensive network within the 5 star hotel and fine dining industries, along with the New York social scene.

Requirements

Exceptional communication skills, both verbal and written.
Proven experience in networking and relationship building within New York City's luxury landscape.
Possess expertise in event and catering management.
Proficiency in coordinating high-end car service companies and travel arrangements.
Demonstrated ability to create detailed, personalized itineraries.
Strong aptitude for creating memorable bespoke experiences.
Meticulous attention to detail and a commitment to perfection.
Superior organizational and time management skills.
Entrepreneurial mindset, with the ability to be flexible and work independently.
Possess a strong commitment to team collaboration and fostering a positive team environment.
Strong sense of urgency and ability to thrive in a fast-paced luxury retail environment.
At least 5 years of progressive experience in luxury hospitality or high-end client servicing.
Previous experience in a leadership or managerial role is highly preferred.
Strong existing relationships with luxury hotels and restaurants, both domestically and globally.
Proven experience working with VIC clients.
Demonstrates strong communication and administrative skills, including proficiency in Microsoft Office and Canva.

Nice To Haves

Multi-lingual profiles are strongly preferred, French stronly preferred.

Responsibilities

Lead and manage a high-performing team of Client Experience Coordinators, Concierges, and the in-house Chauffeur by setting clear, elevated expectations and service standards across all client experience initiatives.
Ensure the chauffeur upholds the highest standards of excellence in client interactions and meticulously maintains the cleanliness and presentation of the vehicle.
Collaborate closely with the Commercial team to align strategies and champion a client-centric approach, empowering Client Advisors to deliver a hospitality-driven clienteling experience.
Engage in all clienteling activities in partnership with the Client Development and Comercial Team.
Champion a “client-first” culture by reinforcing confidentiality and professionalism, ensuring all client interactions are elevated and aligned with brand expectations.
Serve as the primary escalation point for sensitive or complex client matters, guiding the team through conflict resolution with a focus on maintaining exceptional client and Client Advisor relationships.
Ensure team members appropriately handle client discovery with intentional, personalized outreach to understand client preferences and expectations.
Provide regular feedback and coaching to team members and conduct performance conversations regularly.
Provide the highest level of client service to clientele, particularly to VIC clients and Executive Committee team members, orchestrating elevated experiences in collaboration with all functional teams.
Provide in-depth Tiffany & Co. history, product information, and servicing offerings
Offer top-tier knowledge of the NYC general area, making special arrangements and reservations for local activities, entertainment, events, restaurants, and transportation for clientele, ensuring unique and memorable moments are created
Proactively research the NYC market to identify new businesses for potential partnerships to enhance and elevate client touchpoints.
Cultivate and maintain strong relationships with top hospitality organizations, luxury hotels, and high-end restaurants in the NYC metropolitan area
Develop and manage exclusive experiences for high-net-worth clients during their visits to The Landmark.
Oversee scheduling and optimization of multiple private spaces within The Landmark, including in the Tiffany Private Club, the Blue Box Cafe and salon spaces.
Analyze and share client feedback shared to Director of Client Experience.
Ensure The Landmark space and environment is welcoming, well-organized, and aligned with Tiffany & Co.'s brand image and level of standards at all times
Manage and resolve any escalated client concerns, addressing situations in a timely manner to ensure swift and satisfactory resolutions.
Act as a primary liaison between sales managers, client advisors, and functional departments and branch stores to fulfill clients’ needs seamlessly.
Ensure effective communication between all departments to guarantee smooth execution of client experience programming.
Partner with the Client Experience Director to establish and maintain standards for client hosting moments.
Coordinate and execute client events designed to engage existing clients and attract new clientelle.
Provide leadership with internal tours of The Landmark.
Lead the training of in-store Client Experiences and protocols for new employees.
Monitor and evaluate the overall client experience, coaching and training the team to continuously improve service standards.