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Senior Manager, Customer Insights

Coach

New York, NY, US

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.

 

Primary Purpose: Manage and leverage the global Coach 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 omnichannel customer experience.


The successful individual will leverage their data analytics and strategic skills to...

  • Leverage post-purchase customer feedback to assess customer experience strengths and opportunities across markets and channels, to uncover themes and underlying satisfaction drivers, and to identify and action key insights in order to improve customer satisfaction/Net Promoter Scores at Coach
  • Identify customer frictions and opportunities across channels; spark cross-functional action plans to solve issues and improve the omnichannel 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 global Retail Training and Customer Care teams to ensure strong training of store/Customer Care associates, effective follow up and closing the loop with detractors as well as delighted customers, and ongoing action plans to improve Net Promoter Scores
  • Drive integrated use of customer feedback and digital clienteling platforms to ensure we are maximizing customer engagement and leveraging feedback to support relationship building
  • 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
  • Support strategic/innovation projects with targeted customer feedback surveys and analysis
  • Manage vendor relationship and platform budget


The accomplished individual will possess...

  • Minimum 3-5 years professional experience working in a customer insights/analytics or strategy
  • Excellent analytical skills with quantitative/business undergraduate degree
  • High degree of proficiency in PC applications, especially Excel and PowerPoint. Experience with Medallia platform, UNICA, Tableau, and SQL strongly desired
  • Exceptional attention to detail and excellent multi-tasking skills 
  • Good communication skills 
  • Strong interpersonal and presentation skills
  • Strong teamwork abilities

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 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.
  • 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.

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. #LI-KS1 Visit Coach at www.coach.com.

Req ID:  74084