Team Manager, Operations - Harrods

The Team Manager, Operations will support the sales, operations and aftercare to lead the way in Retail Operational and Service Excellence across the store. The Tiffany The Team Manager, Operations is a dynamic, attentive and inspiring individual who has mastered relationship building with internal colleagues and external clients; someone that is reliable, efficient, and a team player, while setting expectations for unsurpassed client service. The The Team Manager, Operations is a strong, decisive and collaborative individual; is a loyal and constant brand Ambassador of the Tiffany name. 
The actions and directions of the The Team Manager, Operations will align with the Tiffany Global Service Philosophy to:
» Create a connection between internal and external customers to the Tiffany & Co. brand

» Build trust and credibility

» Exceed expectations

» Honor the Tiffany legacy

The Tiffany & Co. The Team Manager, Operations will exhibit skills in the following competencies:
 

• Credibility: Demonstrates character, displays professionalism, models agility.

• Expertise & Judgment: Demonstrates expertise and business acumen, applies judgment, takes calculated risks.

• Strategy & Innovation: Thinks strategically, inspires creativity, plans and organizes.

• Partnership: Collaborates productively, cultivates and manages talent, communicates with impact.

• Execution: Strives for excellence, delivers results, and measures outcomes. 

Leadership
• Positively influence, develop, and motivate Operations Coordinators and Aftercare Advisors at a high level to achieve results that are in the best interest of Tiffany.

• Contribute to team briefings, meetings with Retail Management and demonstrating a positive leadership presence at all times.

• Remain current on all industry news and company updates to ensure compliance with company policy changes. 
 

Talent Management

• Ensure appropriate presence in the Operations Department to provide ongoing coaching and feedback.

• Recruit, train, maintain and motivate a highly skilled team by ensuring regular formalized 1-2-1 meetings are held to discuss performance relative to expectations and plans, to identify and leverage strengths and close any identified skill gaps through appropriate coaching and training, and timely performance management.

• Be an advocate for and share information about top talent to enable mobility of top talent across the business.
 

Commercial Success

• Support the attainment of store goals by assisting in the management of expenses and loss alongside Retail, Finance & Operations Leadership

• In partnership with Retail and Operations Coordinators review process and adherence to policy resulting in positive audit and control measures:

•Cycle count results above 98%

•PI results above 98%

•Control and minimize shrinkage in inventory adjustments within set guidelines
• Support and execute retail excellence and CVM

• Develop a proactive and effective client development strategy including identifying and cultivating Aftercare clients, ensuring consistent collection, and updating of client information.

• Collaborate with stakeholders and support efforts to ensure UK Service levels are standardized and consistent across all channels.
 

Compliance & Consistency

Working closely with Operations Coordinators and Retail Management and through reporting, ensure compliance in Harrods, including but not limited to:

•Monitor the daily high value count and investigate any discrepancies within 24 hours

•Completion of the cycle count program in adherence to the schedule

•Coordination of Physical Inventory counts in adherence to the schedule including preparation and post-count reconciliation

•Receiving merchandise replenishment shipments

•Facilitate inter-branch transfers and follow up on special orders

•Maintenance of the daily kickout report and investigation of all kickouts within 48 hours

•Maintenance of the daily returns report and processing all returns within 24 hours

•Processing of inventory adjustments in accordance with policy and delegation of authority

•Management of borrowed merchandise orders including stock repairs and PR borrows

•Manage price change for Harrods.

•Ensure excellent monthly COM audit results and ensure full compliance with all audit procedures per the company standard. Ensure customer security at all times.

• Partner with stakeholders and lead monthly health and safety audits for the store#

Client Focus

• Work in partnership with Retail Management, Client Advisors, and Aftercare Advisors to guarantee controls are in place to ensure compliance

• Collaborate with a wide range of departments across the business including but not limited to Security, Finance, Retail Support, Merchandising and PR

• Working collaboratively with Retail Management to identify opportunities for new initiatives and drive change within the Operations team

• Monitor, address and respond to all client feedback, both positive and negative from all channels in a timely manner including phone, TEI, General Feedback, Chairman’s Correspondence, online Customer Service Emails and shop floor complaints when appropriate. Foster a climate of service excellence through the tone and content of all AC communications and hold staff accountable for demonstrating the behaviours that enhance customer engagement.

• Ensure all coms taken in contain the necessary information to enhance client journey 

Qualifications 
Required

• Must have 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 various roles based on business needs (i.e., on the sales floor, operations, etc.)

• Strong understanding of systems, processes, and applications

Preferred

• A University degree

• Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred 

Tiffany & Co. is formed from many facets - talented people who make our community stronger with their creativity, perspective, and lived experience. This is why diversity, equity, inclusion, and belonging (DEIB) are at the core of our business and our culture. We’re committed to creating a more inclusive jewelry industry that empowers people of all backgrounds to shine and evolve to new heights. 
We believe reaching your full potential requires a solid foundation, and your well-being is a central pillar. Tiffany employees are eligible for comprehensive benefits, including global benefits like adoption and surrogacy assistance, and parental leave, as well as programs that support mental, emotional, physical, and financial well-being. We also offer competitive pay, medical, dental, and eyecare, pension plans, paid time off, alongside other meaningful employee offerings.