Tiffany & Co. Contact Centre Team Lead
- Employment
- Full-Time
- Seniority
- Manager
- Compensation
- $70,000–90,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- High Jewelry
- Posted
- Apr 23, 2026
About Tiffany & Co.
Tiffany & Co. is an iconic American jeweller renowned for exceptional craftsmanship, distinctive design and signature client service. Now part of the LVMH group, the maison combines a storied heritage with ongoing investment in innovation, sustainability and global retail excellence.
Tiffany & Co. seeks a Contact Centre Team Lead in Toronto to lead client experience and sales across contact channels.
Role & Responsibilities
- Lead and motivate a contact centre team to deliver a personalised, luxury client experience across all channels and touchpoints.
- Own commercial and client experience targets; monitor team performance against sales, service levels and client satisfaction KPIs.
- Translate and communicate business goals clearly to the team; track progress, identify gaps and deploy action plans to close them.
- Provide hands-on leadership in day-to-day operations while executing broader strategy in partnership with central and local teams.
- Recruit, retain and develop top talent; deliver continuous coaching, feedback and formal training to elevate behaviours and performance.
- Drive quality assurance by monitoring client interactions, internal assessments and external inputs; design corrective plans with learning partners.
- Ensure operational consistency, adherence to internal controls and optimisation of resource allocation to meet client demand.
- Run regular team huddles, manage performance issues proactively and role-model client relationship management and sales generation behaviours.
Qualifications
- Authorization to work in Canada.
- Minimum of 3 years' experience in a retail or luxury retail contact centre, customer service or hospitality environment.
- Proven track record in client relationship building and sales generation with measurable results.
- Demonstrated team management or supervisory experience.
- Willingness to work non-traditional hours including evenings, weekends and holidays.
- Proficiency with Microsoft Office, client tracking systems and Point of Sales (POS) systems.
Skills
Experience
At least 3 years of customer-facing experience in a contact centre, luxury retail or hospitality setting, with demonstrable success in driving sales and managing a team to meet commercial and client experience targets.
Education
College or university degree preferred.
Workplace
This position is based in Toronto, Ontario, Canada.
Compensation
The base compensation for this position ranges from CAD 70,000 to CAD 90,000 per annum.
Culture
Tiffany & Co. cultivates a service-driven culture rooted in craftsmanship, heritage and refinement. The workplace prizes high standards, collaborative leadership and a client-centric mindset while embracing sustainability and innovation as guiding principles.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Tiffany & Co., titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Contact Centre Team Manager», «Client Services Team Lead», «Customer Experience Team Lead», «Contact Centre Supervisor», «Clienteling Team Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.