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Senior Manager, Coach Customization Services


New York, NY, US

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

Coach 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.


Primary Purpose: Drive Coach Create customization programs in North America and international markets. Collaborate with cross-functional partners such Merchandising, Visual Merchandising, Design, Product Development, Marketing, Digital and Stores to drive the growth and success of new and existing programs globally. The role will report into the Vice President of Global Omni Customer Engagement.


The successful individual will leverage their proficiency in services and operations to... 

  • Implement the overall strategy for Coach Create customization programs with a focus on increasing brand awareness and % penetration to total store sales
  • Work with Merchandising, Design and Product Development to develop new Coach Create platforms or animations; promote newness with business units during seasonal buy/market weeks
  • Partner with cross-functional partners to set up processes and tools to support new platforms
  • Maintain and enhance the in-store and online Coach Create digital app experiences 
  • Partner with the 3D, Digital and IT teams to implement interactive experiences or technology in craftsmanship bars or stores
  • Work with the architecture team to develop new store concepts or fixtures related to craftsmanship bars and customization; support the execution on these new concepts in-stores, as well as new craftsmanship bar openings 
  • Devise a quarterly global marketing and animations plan around new key launches and platforms with the global Marketing, Social and Events teams to further raise visibility and drive sales
  • Work with the NA Digital and Marketing teams to create regular stories and strong messaging around Coach Create platforms and newness on
  • Partner with the global business units to drive and expand Coach Create in their markets; share global results and updates on a regular basis
  • Work with the Visual Merchandising team on creating quarterly visual merchandising guidelines to highlight and promote the service and newness in stores
  • Support coordination of craftsmanship training programs
  • Process invoices and manage the budget for the department and ensure we stay within allocated funds

The accomplished individual will possess...

  • Bachelor’s degree or equivalent experience
  • Minimum of 3-5 years professional experience in operations or product development
  • Customization experience; luxury brand experience a plus
  • In-store retail experience a plus
  • Strong leadership skills to drive programs across markets
  • Strong teamwork and interpersonal skills
  • Effective written and verbal communication and presentation skills
  • Strong analytical skills and come up with new ideas and suggestions from these results
  • Ability to implement strategies, monitor progress, and make necessary adjustments to achieve objectives
  • 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


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.

Coach 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 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. Visit Coach at


BASE PAY RANGE $70,000.00 TO $120,000.00
Click Here - U.S. Benefits Summary

Req ID:  106588

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Marketing Manager, Outside Sales, Merchandising, Marketing, Sales, Retail

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