Tapestry

6 days ago

Manager, Field Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 57 minutes agoStatus: Live

Job Summary

Lead North America omnichannel training and customer development by building, communicating, and implementing sales, service, clienteling, and onboarding trainings across channels. Monitor store KPIs and drive adoption of new skills throughout the fleet, using training platforms like Coach Journey and tools such as Client Compass and Client Loop. Serve as a customer experience expert, deliver onboarding and coaching for store leaders, and partner with regional field leadership to improve service levels.

Location: Toronto, Vancouver

Workplace: Remote

Employment Type: Full time

Job Function: Education & Training

Seniority: Manager level

Key Responsibilities

•Support the North America Omnichannel Training & Customer Development team by understanding business strategies and supporting sales and service goals with impactful training initiatives.
•Monitor store KPIs/metrics, develop training/action plans based on opportunities, and follow up with teams for accountability and growth in designated metrics.
•Serve as the Coach Customer Experience expert in the market and ensure brand representation to standards.
•Champion implementation of The Coach Experience selling ceremonies in stores and train store teams on selling, service, and clienteling.
•Use Coach Journey and related resources to ensure effective implementation of foundational training programs, including onboarding and training follow-up.

Travel: High travel

Pay and Benefits

Perks:Health InsuranceDentalVision401kPaid LeaveCommuter BenefitsDisability InsuranceLearning Budget

Key Requirements

•5+ years of professional experience working in retail, training, or customer experience.
•Ability to work with and motivate multiple levels within the Coach organization.
•Demonstrated ability to effectively communicate important market issues to Field Leaders and the 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.
•Proficiency in PowerPoint, Excel, Word, and Microsoft Office.

Experience:5+ yearsRetailTrainingCustomer experience

Skills:CommunicationOrganizational skillsMultitaskingInterpersonal skillsPresentation skillsTeamworkAttention to detail

Tech Stack:Coach JourneyClient CompassClient LoopPowerPointExcelWordMicrosoft Office

Company Brief

Tapestry

Global luxury fashion group that owns and operates brands including Coach, Kate Spade, and Stuart Weitzman. Designs, markets, and sells handbags, accessories, footwear, and apparel through retail and wholesale channels.

Industry: Luxury Goods

Company Size: Enterprise (1,001+ employees)

Revenue: USD 5M to 10M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York City, United States

Founded: 2017

Glassdoor: 3.7

Website LinkedIn Glassdoor

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Tapestry

6 days ago

Manager, Field Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 57 minutes agoStatus: Live

Job Summary

Location: Toronto, Vancouver

Workplace: Remote

Employment Type: Full time

Job Function: Education & Training

Seniority: Manager level

Key Responsibilities

•Support the North America Omnichannel Training & Customer Development team by understanding business strategies and supporting sales and service goals with impactful training initiatives.
•Monitor store KPIs/metrics, develop training/action plans based on opportunities, and follow up with teams for accountability and growth in designated metrics.
•Serve as the Coach Customer Experience expert in the market and ensure brand representation to standards.
•Champion implementation of The Coach Experience selling ceremonies in stores and train store teams on selling, service, and clienteling.
•Use Coach Journey and related resources to ensure effective implementation of foundational training programs, including onboarding and training follow-up.

Travel: High travel

Pay and Benefits

Perks:Health InsuranceDentalVision401kPaid LeaveCommuter BenefitsDisability InsuranceLearning Budget

Key Requirements

•5+ years of professional experience working in retail, training, or customer experience.
•Ability to work with and motivate multiple levels within the Coach organization.
•Demonstrated ability to effectively communicate important market issues to Field Leaders and the 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.
•Proficiency in PowerPoint, Excel, Word, and Microsoft Office.

Experience:5+ yearsRetailTrainingCustomer experience

Skills:CommunicationOrganizational skillsMultitaskingInterpersonal skillsPresentation skillsTeamworkAttention to detail

Tech Stack:Coach JourneyClient CompassClient LoopPowerPointExcelWordMicrosoft Office

Company Brief

Tapestry

Industry: Luxury Goods

Company Size: Enterprise (1,001+ employees)

Revenue: USD 5M to 10M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York City, United States

Founded: 2017

Glassdoor: 3.7

Website LinkedIn Glassdoor