Manager, Field Customer Experience

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🕒 July 20

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Tapestry

WebsiteLinkedInAll Job Openings

10,000+ employees

👗 Fashion

🛒 Retail

👥 B2C

💰 $2G Post-IPO Debt - Tapestry on 2025-05

Fashion • Retail • B2C

Tapestry is a global house of iconic fashion and lifestyle brands. It operates primarily as the parent company of Coach and kate spade new york, designing and selling handbags, accessories, ready-to-wear, footwear, jewelry, home décor and other consumer lifestyle products. Tapestry positions itself as a platform that amplifies and grows its brands through craftsmanship, modern innovation, digital and retail capabilities, and corporate responsibility initiatives while serving customers worldwide.

📋 Description

• Support the implementation of the North America Omnichannel Training & Customer Development strategy through building, communicating, and implementing trainings across both channels in sales, service, clienteling, and onboarding initiatives • Help measure success and adoption of new skills throughout the fleet • Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and supporting sales and service goals with impactful training initiatives; monitoring store KPIs/metrics and developing training/action plans based on identified opportunities • Provide timely and thoughtful store and field feedback to both North America Omnichannel Training & Customer Development and Global Customer Experience team to help create new training initiatives as the retail landscape evolves • Serve as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to brand standards • Champion and drive the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is being provided in stores within their market • Regularly connect with regional field leadership (Regional Directors, Multi-Managers) to understand evolving in-store experience, store-level opportunities, implementation considerations, etc. • Leverage our training platform, Coach Journey, and other available learning & development resources to ensure effective implementation of foundational Coach training programs and initiatives, including: General/Store/Assistant Manager onboarding within the region, The Coach Experience selling ceremony, Foundational product knowledge training, Selling, service and clienteling training, Training & implementation of our sales accountability programs (Sales Coach and SDA) • Observe & train store management team to develop their leadership skills, in partnership with their Multi-Manager • Support the day-to-day usage of the in-store digital clienteling platform, Client Compass, to help animate and drive in-store clienteling; be the regional power user by fielding store questions and training users • Ensure effective use of available training tools, in particular Coach Journey, and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc. • Partner with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate key selling skills and techniques • Provide guidance for the planning and implementation of in-store client events and animations within the region • Partner with field leadership to ensure effective follow up and action planning of the customer feedback tool, Client Loop, in stores; maximizing the program as a development tool to continually improve service levels/meet evolving customer expectations

🎯 Requirements

• 5+ years professional experience working in retail, training, or customer experience • Ability to work with and motivate multiple levels within the Coach organization • Must demonstrate the ability to effectively communicate important issues related to market to Field Leaders and Director, NA Omnichannel Training & Customer Development, and partner on solutions • Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities • Effective written and verbal communication • Exceptional attention to detail • Good communication skills • Strong interpersonal and presentation skills • Strong teamwork abilities • Demonstrated ability to think broadly, considering all perspectives on issues, and reaching logical conclusions that best serve the brand as a whole • Proficiency in PowerPoint, Excel, Word and Microsoft Office • The ability to travel up to 75% of the time

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401 (K) • Paid Paternity and Maternity leave • Commuter Benefits • Disability insurance • Tuition assistance