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Manager, Client Development

Coach

Tokyo, 13, JP

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.

 

Title: Manager, Client Development              
Location:             Tokyo, Japan

Reports to: Senior Director, Customer Experience

 

 

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.

 

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.

 

Primary Purpose: Support the implementation of clienteling initiatives and building a strong clienteling culture and capabilities in Coach, in close collaboration with cross-functional partners such as CRM, Training, Merchandising, IT and Retail.  Drive retention and sales growth of clients, with focus on top existing clients and new high potential clients. 

 

 

The successful individual will leverage their proficiency in customer experience to...

 

  • Maximize in-store customer data collection and optimize the usage of existing in-house clienteling platforms and tools; provide guidance and training where necessary
  • Drive a strong clienteling culture and build skills in stores by leveraging available global training materials (MLHC – Modern Luxury Hosting Ceremony, Coach Journey). Partner with Training and Retail to sustain mindset; reinforce thru Store Managers and on-going team coaching
  • Develop and manage network of in store clienteling champions to animate and drive clienteling across network
  • Optimize local deployment of global clienteling initiatives and tools, e.g., monthly clienteling focus, client amenities budget, etc.
  • Drive global and local initiatives to get to know our best customers at every level and develop and nurture both existing top customers and new high potential customers, e.g. New High Potential Program
  • Partner with Marketing and Merchandising to drive a proactive customer events strategy clearly tied to business priorities with clear sales/ ROI goals; optimize customer acquisition efforts
  • Drive progress by providing coaching and guidance in stores to meet results; share best practices
  • Manage reporting against key client development KPIs (i.e., top and new high potential client retention and sales growth, performance of key initiatives); work with CRM and other partners to set up reporting processes
  • Provide ongoing feedback to global Client Development to assess progress, share success stories, and identify areas of ongoing opportunity
  • Manage local Client Development budgets

 

The accomplished individual will possess...

 

  • Bachelor’s degree or equivalent experience
  • 3-5 years client development experience
  • 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
  • Luxury brand experience
  • Retail experience
  • Native level Japanese language skill and business level English language skill

 

 

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 www.coach.com.

 

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 www.coach.com.

Req ID:  93973


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