Position Overview
The Director, Global Servicing – Japan is responsible for overseeing all servicing operations within Japan to ensure service excellence for all Tiffany & Co clients (internal and external). The Director will be a dynamic leader, partnering within the Regional and Retail leadership to elevate and inspire Global Servicing's engagement and commitment to our brand. They provide strategic direction to the repair services and operations teams along with our external service network to ensure service and profitability goals are met while ensuring support of and alignment with our retail partners and leadership.
Key Accountabilities
Talent Management
- Leverage all existing talent to comply with the cost of labor budget.
- Set and communicate clear and challenging goals. Reset expectations with individuals and teams as it relates to building a high-performance culture. Discuss team progress at least quarterly, while celebrating achievements, communicating shifting priorities, and reinforcing performance expectations.
- Foster an environment where leaders and managers provide on-going performance and development feedback conversations, while continually recognizing high performing behaviors and addressing performance issues in a timely manner.
- Drive development and retention of craft skills at all levels.
Quality and Service Excellence
- Ensure standards and goals are aligned with the Brand and company strategies and develop and maintain tools to monitor results.
- Identify trends and seek opportunities for process improvements across the business, while holding the management team accountable to the same standards
- Provide directions to the team to ensure quality goals are exceeded.
- Provide support to adapt and perfect the after-sales service delivery to clients, ensuring unique client needs are met. Improve customer service levels in all aspects.
- Health & Safety: a healthy and safe workplace translates into improved service.
Cultivate a More Efficient Operating Model
- Build and support a high performing network to ensure achievement of all service levels.
- Plan and forecast for your department taking into consideration historical trends to plan appropriately.
- Financial Acumen: Understand and drive your overall business in order to provide strategies for your department and achieve global profitability goals; partner with the financial and operations team as appropriate.
- Compliance.
- Workflow management.
Special Projects
- Support small- and large-scale projects that support business both the zone and global strategy and growth.
Work Health Safety
- Ensuring the health, safety and safety of yourself and others at work and complying with the system put in place to manage health and safety.
- Understanding of how to perform your job in a safe manner.
- Adherence to established procedures for employee injury and incident reporting.
- Compliance with the Work Health & Safety Management System policy and procedures.
Requirements
- Bachelor's degree
- Minimum of 10-15 years of management experience in a product alteration, repairs and personalization environment (luxury company is a plus).
- Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point
- Ability to present business strategy to senior leaders.
- Through professional presence and behaviors, the ability to inspire trust, integrity, influence client and staff members.
- Dynamic team player with ability to positively motivate staff and network locally, regionally and globally to build relationships.
- Superior communication and interpersonal skills using positive leadership models.
- Must have authorization to work in the country where the position is based.
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Tokyo Tiffany & Co. ￥8,000,000 - ￥12,000,000 per yearThe Director, Global Servicing – Japan is responsible for overseeing all servicing operations within Japan to ensure service excellence for all Tiffany & Co clients (internal and external). The Director will be a dynamic leader, · partnering within the Regional and Retail leaders ...
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Tokyo, Japan Tiffany & CoThe Director Global Servicing – Japan is responsible for overseeing all servicing operations within Japan to ensure service excellence for all Tiffany & Co clients (internal and external). The Director will be a dynamic leader partnering within the Regional and Retail leadership ...
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