Become A Customer Operations Director

* Together with Senior Director, Creative team, IT, Developers, Marketing and Global Regional eCommerce teams, bring business strategy to life through launching best in class eCommerce and Omnichannel customer experience, features & functionality to global Tiffany.com websites.
* Lead and manage A/B testing roadmap for global Tiffany.com A/B tests.
* This includes developing the website personalization strategy, aligning with multiple internal stakeholder groups on A/B testing objectives and prioritization, managing the business requirements and execution of test set up, and analyzing test results to inform the iterative A/B testing roadmap.
* Continuously integrate customer journey analytics into recommendations for website customer experience focus areas, improvements and A/B testing roadmaps.
* Lead continuous customer experience benchmarking efforts across broad competitive set, and use to bring forward opportunities and trends for leadership consideration.
* Provide strategic updates to leadership on regular basis regarding state of website customer experience, wins, opportunities, and future plans.
* Additionally, provide regular updates on global website personalization and A/B testing strategy, roadmap and performance.
* Define business requirements and partner with the technical development team to extensively address all business requirements (and think through edge cases) needed to launch seamless, best in class customer shopping experiences on Tiffany.com and in store.
* Oversee current site personalization efforts (product recommendations, browse grids) and partner with eCommerce regional teams to optimize
* Support leadership in the development of the omnichannel business strategy including in store digitalization, the business roadmap and action/execution plan.
* Take a leadership role in various strategic and tactical omnichannel and retail digitalization-related initiatives and projects.
* Secondary Responsibilities:
* Define additional focus areas/ improvements/ initiatives for global Tiffany.com websites to remain best in class
* Establish KPIs & process with IT organization for device performance testing & monitoring site speed to ensure business needs are being met
* Develop a framework and execution plan for ongoing user experience research
* Additional ad-hoc projects to be defined
* years work experience in eCommerce/ Marketing (at least 5+ years in digital/ecommerce)
* Must have prior experience in eCommerce and be a subject matter expert with direct experience being responsible for .com marketing/ sales strategy across devices (desktop, mobile, tablet)
* Must have prior experience successfully managing a team of direct reports
* Experience developing and executing Digital Campaigns
* Experience working with Marketing teams to understand their business needs and converting them into functional requirements
* Experience with Targeting and Personalization and A/B test execution and reporting
* Experience with new product development & innovation marketing initiatives
* Demonstration of strategy development related to customer experience arena
* Passionate about eCommerce & Omnichannel retail trends, and looking to have day to day ownership of shaping truly exceptional customer shopping experiences
* Display business strategy thought leadership, have strong understanding of strategy and what it takes to be successful with technology enabled customer experiences to drive sales
* Ability to clearly communicate strategic direction and create enthusiasm across organization stakeholders and leadership for delivering truly exceptional technology enabled customer shopping experiences
* Strong leadership, interpersonal, partnership and influence management skills, with experience successfully working with and through large groups of internal stakeholders.
* Superb project management expertise including excellent multi-tasking, prioritization and organization skills
* Strong detail orientation with ability to see / maintain strategic perspective
* Strong presentation skills- both in writing and delivering presentations and ability to tailor effectively to multiple audience types
* Infectious energy for building best in class, customer centric online and omnichannel experiences
* Prior experience with Content Management systems, a plus
* LI
* KM1
* Req #: 33928

* Serve as the primary business partner to VP Acquisition
* Guide strategic planning process such as bottoms up planning, growth forecasting, media mix modeling, and attribution
* Analyze the economics of the subscriber marketing spend by key channels, eLTV and promotional offer
* Translate the results of an analysis into easily understood insights and develop recommendations that unlock value
* Build, enhance, and automate dashboards as well as recurring reporting
* Financial Forecasting:
* Deliver (in partnership with FPA) a financial forecast for the acquisition team based on the operational plan and media mix strategy
* Provide insights to VP Acquisition to manage performance to targets and expectations
* Web Marketing Analytics:
* Leverage DSC web analytics tools (ie.
* Adobe Analytics) to understand site performance and help optimize conversion rates
* Lead A/B and multivariate testing
* Maintain reports and ongoing dashboards to monitor channel/funnel/promo performance
* Team Building & Management:
* Attract, hire & retain highly skilled analysts
* Asses skills & build career development plans for team members
* Performance management and upholding deadlines/goals for team members
* Mentor the team on both Technical and Management aspects
* Set actionable goals for direct reports, aligned with our company goals
* Foster good working relationships both within their team and across the business

* Establishes and creates alignment on best practices for cultivating a dynamic customer experience through the development, reinforcement and support of customer-centric behaviors and skills.
* Uses knowledge of cultural transformation to identify the needed interventions to reinforce a customer-centric organization.
* Leverages in-depth knowledge of critical issues facing the business to provide direction and enable support for a more strategically oriented customer experience.
* Ensures that the customer perspective is understood and addressed by business leaders and executives, resulting in improved delivery of products and services.
* Oversees cross-functional teams to align objectives with business goals.
* Partners closely with Senior Managers to remove roadblocks and determine KPIs.
* Engages with the internal and external customer experience community to stay current with new and emerging customer experience and employee experience best practices and processes.
* Manages internal and external relationships.
* Selects top talent, delivers continuous coaching, and rewards and recognizes a team of technical and/or experienced analysts.
* May oversee managers

* Provide strategic planning, direction and support to business/strategic development initiatives for designated customer.
* Directs the designated customer account globally to provide leadership oversight to customer and QuintilesIMS assigned project teams and lead the development of and adherence by all project teams to an operations manual specific to the designated customer account for all product development projects.
* Lead the development of key customer rules of engagement and/or operational norms and ensure they are rolled out across the enterprise.
* Direct the delivery against key metrics, milestones, and contractual obligations for a portfolio of projects to encompass expectation setting and management against quality, time and financial objectives (e.g. project & portfolio margin targets).
* Serve as the primary operational management contact globally to the designated customer account; responsible for driving and ensuring appropriate communication channels are maintained and key customer expectations transcend the organization and are adhered to across the portfolio of projects.
* Lead the review of a customer pipeline, opportunities pending, and future customer needs in support of the quarterly development of resource forecasts for delivery to the cost centers providing resources to the designated customer account (e.g. project management, QLAB, Phase I, ECG, data management, clinical operations, biostatistics, etc).
* Act as the key relationship manager for designated customer; severe as the primary management holder for a designated customer escalation plan, recommend courses of action regarding client management issues; implement requisite action plans.
* Serve as a member of the designated customer Operations and Governance Committee(s).
* Team member responsible for participation in the development and support of customer sales initiatives; activities to include, proposal and budget development, commercial feasibility of potential programs and impact on company operations and goals.
* Cascade to and ensure adherence to global best practices by all members working on the designated customer account.
* Perform other duties as assigned

* Execute, maintain and improve operational strategies for Annuities Customer Service.
* Meet all service level goals for the department and deliver on annual operating plan.
* Oversee the day-to-day fulfillment of customer requests, including contact management and transaction processing.
* Monitor and sustain financial and operational processes/controls, ensuring sound oversight of applicable legal, regulatory and contractual obligations, including SEC requirements, Sarbanes
* Oxley, Privacy, Security and Disaster Recovery.
* Manage operating budgets, staffing, and resource planning.
* Understand broader business trends in order to predict volume changes, capacity needs and customer expectations.
* Establish and maintain positive and productive relationships with customers, including assessment of operations performance to identify and resolve any issues/problems.
* Develop and mentor a high-caliber leadership team, ensuring the proper hiring, training, and development of associates.
* Collaborate with the Annuities Product Team to understand specific needs of key customer accounts to translate service into profitability.
* Develop peer, cross-functional and cross-business relationships to facilitate best practice sharing and maximize team effectiveness.
* Manage the third-party relationship responsible for servicing the Variable Annuities Closed Block of business