Coach Inc Director, Omni Customer Development and Insights in New York, New York
Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always stood for optimistic femininity. Today, the brand is a global life and style house with handbags, ready-to-wear, jewelry, footwear, gifts, home decor and more. Polished ease, thoughtful details and a modern, sophisticated use of color-Kate Spade New York's founding principles define a unique style synonymous with joy. Under the vision of creative director Nicola Glass, the brand continues to celebrate confident women with a youthful spirit.
Kate Spade New York is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.
Primary Purpose: The Director, Customer Development and Insights will drive all customer development and consumers insights. This individual will be a strategic partner in helping Kate Spade leverage consumer insights and data-driven analysis to drive performance. This person will oversee and influence the global Kate Spade customer feedback platform and programs to measure customer experience KPIs/progress, empower employees to drive customer engagement and loyalty, support customer-centric business strategies, and drive actionable insights to continually improve the Omni-channel customer. In partnership with Marketing, Digital, Retail Training, Operations, Buying, IT and stores, the Director will develop and execute an Omni-channel customer development strategy to increase retention and drive incremental business. This person will focus on connecting stores, online and social platforms to drive actionable insights and strategies to influence consumer shopping behavior. This person will seek solutions and drivers with in-store, digital and mobile actions to achieve seamless customer experiences and increased customer loyalty.
The successful individual will leverage their proficiency in data analytics to...
Accountable for driving the roadmap on feature/function on the strategic roadmap and pushing the agenda for Kate Spade
Proactively identify a consumer strategy that addresses the highest impact opportunities and complex challenges
Champions a consumer first mindset, voice of the consumer
Develop analyses to provide insights and fact-based points of view on key business and strategic priorities and initiatives
Identify customer frictions and opportunities across channels; spark cross-functional action plans to solve issues and improve the Omni-channel customer experience and enabling capabilities
Publish regular insights/reporting across the organization to measure and track progress against customer experience goals and to support key business initiatives and/or commercial periods; position the Customer Insights team as a key business partner across the organization
Partner with the Retail Training and Operations teams to ensure strong training of store associates, effective follow up and closing the loop with detractors as well as delighted customers, and ongoing action plans to improve Net Promoter Scores
Maximize use of the platform and/or access to customer feedback across channels (stores, digital, customer care) and functions and support the use of customer insights across the organization to meet and exceed customer needs and to continually improve the customer experience
Partner across corporate and global business unit teams and with vendor to evolve surveys, launch new programs (e.g., non-purchaser survey), and enhance platform functionality and/or reporting capabilities to support evolving business priorities/needs
Manage vendor relationship and platform budget
Establish and maintain strong Tapestry Digital partnerships related to technology capabilities and needs
The successful individual will leverage their proficiency in customer experience to...
Drive enhancements to existing in-store digital platforms and roll out changes to the network in close partnership with IT and Retail Operations
Program management for clienteling; this person will be an instrumental partner for teams in defining measurements and impact
Develop and rollout with Digital and IT new digital tools to enable Omni services and associate engagement with their customers across channels, e.g. Web appointment bookings, Web Chat
Partner with the training team on developing content to reinforce the in-store Omni and clienteling mindset as well as monthly toolkits to support key product launches and seasonal peaks
Support North America Marketing and CRM key programs or campaigns through complementing and targeted in-store digital actions, e.g. New High Potential Program, Membership Loyalty Program
Manage results against key customer experience KPIs (e.g., top and new high potential client retention and sales growth, clienteling sales penetration) and action on them as opportunities arise
Help bridge technology and tactical strategies in stores and Omni
Stay up-to-date on the latest related technology in the market and share best practices and suggestions for continuous improvements at Kate Spade/Tapestry
The accomplished individual will possess...
Bachelor's degree preferred
7-10 years of demonstrated Omni-channel customer and client development experience that drive the business objectives forward
Ability to implement strategies, monitor progress and make necessary adjustments to achieve objectives
Excellent analytical skills
High degree of proficiency in PC applications, especially Excel and PowerPoint. Experience with Medallia platform, Tableau and SQL strongly desired; demonstrated ability to know which strategies to pursue
Exceptional attention to detail and excellent multi-tasking skills
Ability to interact with all levels of employees
Strong organizational skills and ability to multi-task projects in a dynamic, fast paced environment with shifting priorities
Previous retail experience preferred
Strong interpersonal, teamwork and presentation skills
Our Competencies for All Employees
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.
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.
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.
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.
Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
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.
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.
Building Effective Teams: Blends people into teams when needed; creates strong moraleand spirit in theirteam; 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.
Managerial 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.
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-KS1 Visit Kate Spade at .