FT Customer Experience Leader

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.

 

general purpose of the position:

partner with store leadership to produce successful financial results. provide leadership to the team in order to execute sales generation, clientele development, operational, visual, recruitment, and administrative functions. responsibilities include, but are not limited to the following:

essential duties and responsibilities

client & service expert:

• development of a clientele through proactive client outreach and the ability to build and maintain relationships with new clients
• partner with SL to develop business driving initiatives that build a repeat business or attract a new customer to the store, i.e. events and marketing opportunities
• ensure each associate is actively utilizing their client book in order to generate increased sales through monthly client book reviews and evaluation of their outreach
• ensure team is compliant will all clientele standards and thank you note program
• ensure all associates complete the sales training program
• model and supervise the selling environment, provide consistent coaching on sales training process in order to ensure the highest level of customer service and sales

leadership presence/steward of talent:

• assist SL with the achievement of financial success through improvement of measurable results that positively impact the store performance
• lead by example with the achievement of personal sales goals
• educate team on product, sales plans, personal goals, measurable stats; is able to coach to these stats to ensure business is maximized
• ability to network in the community to ensure open positions are filled efficiently with little impact to the business; build a bench for future promotions and openings
• manage administrative recruitment duties; i.e. scheduling interviews & communicating with candidates
• onboard new team members effectively through 30/60/90 touch bases; conduct ongoing review and assessment of employee performance through monthly meetings with direct reports
• utilize mid-year and annual review process as a tool for associate development and advancement; monitor and address performance concerns on a timely basis, partnering SL

 

building brand equity:

• understand and able to communicate the kate spade brand aesthetic, brand philosophy, and lifestyle to the sales team and customer
• ensure brand and operating standards are met to support brand consistency.
• ensure visual merchandising directives are implemented and store presentation standards are achieved and maintained.
• communicate merchandise sell-through, stock position, business trend information, product issues, customer feedback to SL in order to increase customer service and sales

 

operational excellence:

• perform and supervise store opening and closing procedures including counting register funds, completing bank deposits, opening and closing registers and securing facility
• assist SL with maintaining payroll budget by managing schedule and making necessary adjustments when the business warrants
• monitor, maintain, and follow company policies and procedures with a focus on loss prevention to protect the company’s inventory and assets
• ability to accurately manage the processing of all pos transactions to maintain the integrity of the inventory

 

skills and abilities required:

 

• professional sales development and exceptional interpersonal skills
• strong leadership qualities; the ability to communicate effectively with all levels within the organization and to our client base
• ability to analyze selling reports, identify business trends and react quick