Manager, Customer Experience

Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always been colorful, bold, and optimistic. Today, it is a global lifestyle brand that designs extraordinary things for the everyday, delivering seasonal collections of handbags, ready-to-wear, jewelry, footwear, home décor, and more. Known for its rich heritage and unique brand DNA, Kate Spade New York offers a distinctive point of view and celebrates communities of women around the globe who live their perfectly imperfect lifestyles.
Kate Spade New York 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.
The Manager, Customer Experience, will support the Director, Customer Experience, in delivering a consistent and global customer experience that aligns with our brand values and business objectives, with a focus on stores . This role requires a strategic thinker with an understanding of voice-of customer (VOC) tools, retail operations, and clienteling to shape a seamless customer journey across touchpoints.
The ideal candidate will develop and manage global CX strategies, implement training tools, and drive initiatives that empower store associates to deliver exceptional service and personalize engagement. A successful candidate is comfortable synthesizing customer data to develop insights to identify opportunities and make recommendations to evolve the customer experience and driving selling.
Central to this role is effectively managing projects, programs and associate tools that enhance customer satisfaction, associate effectiveness in capture and conversion. Strong analytic skills, presentation skills, and the ability to write clear, brand-aligned copy are essential. Success in this role will also require the ability to build relationships across functions and levels, as this person will be collaborating often across teams, working with regional business leaders, and have one direct report that is responsible for content creation.
Key Accountabilities:
Global Strategy Development:

• Support the creation and execution of customer experience (CX) strategies on a global scale, ensuring consistency across markets.
• Collaborate with regional teams to adapt global CX strategies to local needs.

Platform Management:

• Drive the strategic development and implementation of clienteling platforms that enable personalized customer engagement and relationship-building.
• Oversee the voice-of-customer initiatives, leveraging insights to enhance customer interactions and service models.

Data Analysis & Customer Feedback:

• Analyze customer data and feedback to identify areas for improvement in the customer journey and store experience.
• Work closely with brand operations and digital COE teams to address gaps and enhance customer satisfaction.

Associate Training & Tools:

• Oversee the development (strategic roadmap and project management) of tools used by store associates to improve product knowledge, store experience, and selling skills. Ensuring tools (created by content creator) align to brand objectives, delivered on time, and follow brand guidelines.
• Collaborate with cross-functional teams (e.g., operations, product, IT) to design digital tools that streamline learning and reinforce store processes.

Cross-functional Collaboration:

• Partner with retail, operations, marketing, product, and technology teams to ensure alignment of CX strategies with broader business goals.
• Act as a key liaison for regional CX and corporate teams, ensuring store associates have the resources needed to meet customer expectations.

Performance Metrics:

• Define key performance indicators (KPIs) to measure the success of CX initiatives, clienteling platforms, and associate development programs.
• Regularly monitor and report on KPIs, using data to drive continuous improvement and innovation.

Management:

• Manage content creator to develop best in class store experience, product development, and selling skills tools.

Experience & Skills Requirements:

• 5+ years of experience in customer experience management, clienteling, or retail operations with a global or regional focus.
• Strong business acumen, strategic thinking, and an understanding of the retail industry - to connect the dots between brand identity, business objectives and customer experience to effectively manage and prioritize CX projects and tools.
• Understanding of retail operations and customer-facing technology tools (clienteling, VOC platforms, etc.).
• Customer-focused and solutions-oriented with a proven track record of implementing customer experience strategies and programs across multiple markets.
• Excellent leadership and project management skills, with the ability to drive cross-functional initiatives.
• Strong analytical skills, with experience using VOC data to inform business decisions.
• Exceptional communication and interpersonal skills, with the ability to collaborate and influence at all levels of the organization.
• Excellent presentation skills, with the ability to effectively communicate CX strategies and insights to various audiences.
• Ability to manage multiple projects simultaneously, and with strong attention to detail.
• Strong writing skills with the ability to craft copy in our brand voice for training materials, CX platforms and customer-facing communication.
• Strong knowledge of PowerPoint and Excel
• Passionate about improving the customer journey and store associate experience.
• Bachelor's degree in Business, Marketing, Retail Management, or related field preferred

Our Competencies for All Employees

• Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Kate Spade is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under the consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-RE1 #LI-HYBRID
Americans with Disabilities Act (ADA)
Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected]
Visit Kate Spade at www.katespade.com .
Work Setup
BASE PAY RANGE $90,000.00 TO $105,000.00 Annually
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