Job Description

Client Development Manager, Hong Kong is responsible for adapting the Global Client Development strategy, so that it resonates with local Market, and executing it in strong partnership with stakeholders. This role acts as a center of excellence, enabling market and retail store teams to build lasting client relationships that enhance brand loyalty and drive sales growth.

By adapting and supporting Tiffany's client experience and journey, this role designs high-touch moments characteristic of the brand, tailored to client expectations. The Client Development Manager, Hong Kong partners extensively with the Global Retail Excellence team and local Retail teams to ensure exceptional retail experiences, personalized client journeys, and effective client strategies.

Drive Client Strategy & Execution

• Champion and roll out the Client Development Roadmap with a 360-degree Mindset
• Leverage data to implement a Hong Kong client strategy to boost client acquisition, retention, and engagement, aligning with global brand strategy, business objectives, and local client insights.
• Empower Client Advisors to cultivate meaningful, long-term client relationships.
• Build strong relationships with key stakeholders (e.g. Store management teams, Retail Lead, Marketing, Operations) to foster collaboration and drive buy-in for client development initiatives.
• Share insights and business needs with the global retail team, proposing adjustments to continuously refine and improve the global strategy.

Optimize Performance & Innovation

• Develop and manage the Client Development budget, optimizing resource allocation for maximum impact.
• Work closely with data analysis teams as well as the Client Relations teams to enhance retail actions, tools, rituals, and behaviors that drive client acquisition, engagement, and loyalty specific to Hong Kong.
• Establish key performance indicators (KPIs) to measure the ROI of client development programs and provide regular performance updates to senior management and global client development.
• Ensure seamless retail visibility into Client 360 attributes and actionable CRM insights, empowering Client Advisors with real-time, comprehensive client understanding adapted to client profiles.
• Innovate and propose scalable activations, leveraging market best practices, data insights, and your knowledge of market dynamics.

Lead, Cultivate & Develop Talent

• Lead, mentor, and develop a high-performing in-store Client Development team that provides expertise and drives transformation in Clienteling and Client experience across the stores.
• Advocate for a culture of personalization, hospitality, and client obsession across the retail network.
• Influence senior management with strong storytelling, insights, and experience-driven recommendations based on performance and client feedback.

Qualifications

• 8+ years in luxury retail, client development, hospitality, or client experience leadership, with strong retail/store operations understanding.
• Proven project management skills with multiple stakeholders in fast paced organizations.
• Proven leadership and team management skills, with experience in developing high-performing teams and fostering synergies and collaboration across diverse retail environments.
• Strong analytical skills, experience in managing budgets, and leveraging data to drive actionable insights tailored to performance.
• Deep understanding of client behaviors, cultural nuances, and market dynamics.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.