Tiffany & Co. Operations Team Manager

About Tiffany & Co.

Tiffany & Co., the legendary New York jeweler founded in 1837, offers employees the opportunity to contribute to a house synonymous with timeless elegance, exceptional craftsmanship, and cultural influence. As an employer, Tiffany & Co. cultivates a refined, client-centric environment where creativity, precision, and service excellence are highly valued. Its teams span retail, design, manufacturing, merchandising, corporate functions, and sustainability, united by a commitment to innovation and responsible luxury. With the strength of a global maison and the heritage of an American icon, Tiffany & Co. provides a distinctive setting for professionals seeking to shape moments of beauty, celebration, and lasting meaning.

Role & Responsibilities

• Lead retail operational and service excellence across the store, supporting sales, operations and aftercare in alignment with Tiffany’s Global Service Philosophy.
• Connect internal colleagues and external clients with the Tiffany & Co. brand, build trust and credibility, exceed expectations, and honor the Tiffany legacy.
• Influence, develop and motivate Operations Coordinators and Aftercare Advisors to achieve results in Tiffany’s best interests.
• Contribute to team briefings and meetings with Retail Management, maintaining a positive leadership presence.
• Stay current on industry news and company updates to ensure compliance with policy changes.
• Maintain an appropriate presence in the Operations Department to provide ongoing coaching and feedback.
• Recruit, train, retain and motivate a highly skilled team; hold regular formal one-to-one meetings to review performance against expectations and plans, leverage strengths, address skill gaps through coaching and training, and manage performance in a timely manner.
• Advocate for high-potential talent and share information to support talent mobility across the business.
• Support store goals by helping manage expenses and loss with Retail, Finance and Operations Leadership.
• Partner with Retail and Operations Coordinators to review processes and policy adherence, supporting positive audit and control outcomes, including cycle-count and physical-inventory results above 98% and inventory shrinkage within set guidelines.
• Support and execute retail excellence and CVM.
• Develop a proactive client-development strategy, cultivate aftercare clients, ensure consistent collection of client information, and keep client records updated.
• Work with stakeholders to standardize and maintain UK service levels across channels.
• Work with Operations Coordinators and Retail Management, using reporting to ensure compliance at Harrods.
• Monitor the daily high-value count and investigate discrepancies within 24 hours.
• Complete the cycle-count programme according to schedule.
• Coordinate physical-inventory counts according to schedule, including preparation and post-count reconciliation.
• Receive merchandise replenishment shipments.
• Facilitate inter-branch transfers and follow up on special orders.
• Maintain the daily kickout report and investigate all kickouts within 48 hours.
• Maintain the daily returns report and process returns within 24 hours.
• Process inventory adjustments in accordance with policy and delegation of authority.
• Manage borrowed-merchandise orders, including stock repairs and PR borrows.
• Manage price changes for Harrods.
• Achieve excellent monthly COM audit results and ensure full compliance with company audit procedures; maintain customer security at all times.
• Partner with stakeholders and lead monthly store health and safety audits.
• Partner with Retail Management, Client Advisors and Aftercare Advisors to ensure controls are in place for compliance.
• Collaborate with departments across the business, including Security, Finance, Retail Support, Merchandising and PR.
• Work with Retail Management to identify new-initiative opportunities and drive change within the Operations team.
• Monitor, address and respond promptly to client feedback across channels, including phone, TEI, General Feedback, Chairman’s Correspondence, online Customer Service emails and shop-floor complaints where appropriate.
• Promote service excellence through the tone and content of all AC communications, and hold staff accountable for behaviours that enhance customer engagement.
• Ensure all coms taken in contain the information needed to enhance the client journey.

Qualifications

• Authorization to work and remain in the UK.
• Superior communication and interpersonal skills, using positive leadership models.
• Ability to build strong stakeholder relationships.
• Flexibility to work in different roles according to business needs, including on the sales floor and in operations.
• Strong understanding of systems, processes and applications.
• A university degree is preferred.
• A graduate gemologist degree or previous Gemological Institute of America (GIA) coursework is preferred.

Skills

Experience

Minimum 5 years

Education

A university degree is preferred; a graduate gemologist degree or previous Gemological Institute of America (GIA) coursework is preferred.

Benefits

Comprehensive benefits, including adoption and surrogacy assistance, parental leave, programmes supporting mental, emotional, physical and financial well-being, medical, dental and eyecare coverage, pension plans, and paid time off.

Culture

Tiffany & Co. fosters a refined, client-centric workplace where craftsmanship, creativity, and a deep respect for heritage shape the employee experience. As an employer, the Maison encourages collaboration, inclusivity, and excellence, offering teams the opportunity to contribute to moments of meaning within one of the world’s most iconic luxury brands.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.