Manager, Retail 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 in-store experience that aligns with our brand values and business objectives, with a focus on brick and mortar stores. This is not a digital customer role. 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