CRM Team Manager - Dubai Mall

Position

As CRM Team Manager at Tiffany & Co.’s Middle East flagship in Dubai Mall, you will serve as a trusted partner to the Store Director, leading the vision and execution of a dynamic client development and retention strategy. This role goes beyond hospitality—it’s about engineering memorable moments, cultivating long-term loyalty across 10k clients, and embedding Tiffany into the most meaningful chapters of our clients’ lives. You will harness data, cultural insight, and emotional instinct to build individual and collective relationships that drive business and elevate brand equity

Key Responsibilities

Client Strategy & Personalization

• Co-develop and drive an annual Client Engagement Calendar, integrating:
  • Local festive moments (Eid, Ramadan, UAE National Day, Diwali, Christmas)
  • Client life chapters: birthdays, engagements, weddings, births, career milestones
  • Cultural celebrations, global product launches, Tiffany Icons campaigns, and Blue Book High Jewelry events
• Use CRM data and local knowledge to build segmented engagement journeys for VIC, high-potential, retention and reactivation clusters
• Translate strategy into action through bespoke activations, surprise-and-delight touchpoints, and curated gifting programs

Prospecting & Relationship Building

• Partner with the sales team to champion the Prospect Plan, supporting daily outreach and new client recruitment
• Track and support conversion journeys—from first interaction to lasting emotional bond
• Accompany Client Associates to client-hosted events, private appointments, dinners, or business lunches as a trusted relationship builder
• Network actively with concierge teams, hotel partners, corporate clients, and private clubs to elevate brand visibility and generate qualified leads

Clienteling Animation & Team Enablement

• Lead weekly Clienteling Huddles to spark new ideas, review KPIs, celebrate wins, and reinforce standards
• Co-own the One-to-One Development Plan for each Client Associate alongside Team Managers, ensuring strategic client portfolio growth and goal alignment
• Train and mentor the team on advanced CRM usage, local etiquette, and personalized selling techniques
• Partner with the Events and Operations teams to deliver in-store experiences that are unexpected, relevant, and flawlessly executed

Analytics & Strategic Planning

• Extract and interpret client data to identify gaps, trends, and opportunities
• Define KPIs for outreach, reactivation, multi-category development, and sales uplift through clienteling efforts
• Present regular insights and proposals to the Store Director to refine the strategy and secure support for new initiatives

Brand Advocacy & Luxury Etiquette

• Act as a Tiffany Cultural Attaché, enriching our clients’ connection to the Maison through brand storytelling, heritage education, and emotional resonance
• Keep abreast of Dubai’s cultural and social calendar, becoming a trusted advisor on “places to be” and integrating this knowledge into client conversations
• Foster a culture of elegance, kindness, discretion, and excellence across every interaction

Who You Are

• A highly empathetic leader with strong analytical instincts, combining data with intuition to design unforgettable client journeys
• A strategic thinker with proven experience in luxury retail or hospitality, who thrives in high-traffic flagship environments
• Adept at cross-cultural communication, with a refined understanding of GCC, expatriate, and global HNWI profiles
• Fluent in CRM platforms, with an appetite for segmentation, reporting, and predictive personalization
• Naturally collaborative, highly organized, and confident in influencing without authority
• A visible presence on the floor and in-market—where relationships, not roles, make the difference

Why This Role Matters

Tiffany isn’t just about products, it’s about people, and the emotion they associate with every blue box. In this role, you are the architect of that emotion, turning data into decisions, decisions into moments, and moments into loyalty.

Welcome to the beating heart of Tiffany in the Middle East.