Customer Experience Supervisor (CX)

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.

Job Title: Supervisor I Outlet 

The CX (Customer Experience) Department Leader is responsible for:

• analyzing the business each day/week to identify successes and address opportunities partnering closely with Store Leader
• monitor and track Leader on Duty performance, drive individual accountability amongst team
• create and engaging and seamless on-boarding experience partnering with Store Leader
• leverage company tools to train and educate team for ongoing development of stylists' selling skills
• ensure the team is offering best in class service using customer surveys and observational assesments to drive team growth
• build store client base through customer outreach

Primary Purpose: 

The successful individual will leverage their proficiency in retail to… 

Client & Service Expert:

• Partner with Store Manager to develop business driving initiatives that build a repeat business or attract a new customer to the store.
• Communicate and achieve store productivity targets including sales per hour, adt, upt, and capture rate.
  Ensure all associates complete the sales training program and develops strong product knowledge across all categories.
• 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:

• Achievement of personal sales goals.
• Educate team on sales plans, personal sales goals, store stats and drives team to achieve them.
  Ensure the highest level of service is provided to all customers through extensive product knowledge and the completion of product profiles.
• Foster a team environment by creating a fun, competitive, inviting atmosphere.

Building Brand Equity:

• Understand and communicate the kate spade new york brand aesthetic, brand philosophy and lifestyle to the sales team and customer.
• Ensure brand and operating standards are met to support brand consistency.
• Ensure store presentation standards are achieved and maintained.

Operational Excellence:

• Perform and supervise store opening and closing procedures including counting register funds, completing bank deposits, opening and closing registers and securing facility.
• Accurately processes all POS transactions and inventory functions such as transfers, receiving, fedex shipments, repairs and damages to maintain the integrity of the inventory.
• Adherence to Kate Spade loss prevention policies and operational procedures.

The accomplished individual will possess... 

• Strong written and verbal communication skills
• Detail oriented
• Proactive ability to multi task and prioritize

An outstanding professional will have... 

• Minimum 2-3 years’ experience in luxury goods or a comparable retail environment
• College degree preferred
• Prior luxury goods experience preferred

Physical requirements…

• Available to work store schedule, as needed, including evenings and weekends
• Standing for extended periods of time
• Able to safely lift boxes up to 40 pounds
• Comfortable climbing ladders 

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 me