Manager, Field Customer Experience

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in. Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible. A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity. Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.   A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.   Primary Purpose: 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 . In addition, this position will help measure success and adoption of new skills throughout the fleet. The role will report into Director , North America Omnichannel Training & Customer Development with a dotted line to the respective Regional Director.   The successful individual will leverage their proficiency in training and customer experience to help train the store teams in their region while also ...   Support the North America Omnichannel Training & Customer Development team by understand ing NA business strategies and support ing sales and service goals with impactful training initiatives ; monitoring store KPIs/metrics and developing training/action plans based on identified opportunities; consistently following up with teams for accountability and to ensure growth in designated metrics   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   Serv ing as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to brand standards    Champion ing and driv ing the implementation of The Coach Experience selling ceremony in store s, ensuring the highest level of customer service is being provided in stores within their market   Regularly connecting with regional field leadership (Regional Directors, Multi-Managers) to understand evolving in-store experience, store-level opportunities, implementation considerations, etc.   Levera ging 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   T raining & implementation of our sales accountability programs (Sales Coach and SDA)   Observing & training store management team to develop their leadership skills, in partnership with their Multi-Manager   Support ing 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 field ing store questions and train ing users   Ensur ing 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.   Partnering with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate key selling skills and techniques    Providing guidance for the planning and implementation of in-store client events and animations within the region   Partnering with field leadership to ensure effective follow up and action planning of the customer feedback tool, Client Loop, in stores; maximiz ing the program as a development tool to continually improve service levels/meet evolving customer expectations   The accomplished individual will possess ...   5+ years profe ssional 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   Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. 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