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Manager, Loyalty

Tapestry

New York City, NY, US

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

Job Title: Manager, Loyalty

 

Primary Purpose:

The Manager, Loyalty is responsible for supporting the customer loyalty programs across Tapestry’s portfolio of brands (Coach, Kate Spade, and Stuart Weitzman). The role involves supporting brand partners with digital and customer-first approaches to increasing retention and driving membership. This position sits within Tapestry’s centralized Digital team and will work cross functionally with the individual brand marketing teams. The ideal candidate will have strong communication skills, a deep understanding of customer engagement, an ability to work within a highly matrixed organization and influence senior leadership, and possess a customer centric mindset and a passion for creating and executing exceptional customer marketing programs.

 

The successful individual will leverage their proficiency in Digital Marketing to...

  • Assist Tapestry Brand Partners in supporting the strategy, implementation and ongoing support of   loyalty programs across brands to drive new member signup and retention
  • Manage loyalty testing roadmap and detailed project plans
  • Leveraging customer data, partner with Brand and Digital Lifecycle teams to curate the best holistic communications journey
  • Develop customer segmentation, targeting and contact strategies to maximize performance of key membership segments
  • Consistently launch and monitor experiments designed to impact member retention and Net Promoter Score
  • Partner with business leads on goal setting, campaign planning and performance learnings
  • Highlight key membership engagement and churn indicators, and leverage data to continuously strive for membership personalization at every touchpoint
  • Consult with key business stakeholders to drive integration of loyalty functions into existing or new business and operational processes
  • Be the subject matter expert capable of working across technical and non-technical teams to establish the value and importance for our strategic loyalty initiatives
  • Utilize market research, customer feedback, analytics data, industry trends, and the competitive landscape to guide business needs and identify new opportunities that ensure loyalty platforms become then remain best in class
  • Balance business needs versus technical and operational constraints when recommending program enhancements or distilling business goals into product requirements
  • Own KPI reporting, including weekly and monthly updates

 

The accomplished individual will possess...

  • Exceptional creative problem solving and critical thinking skills
  • Advanced Tableau and Excel skills required
  • Great attention to detail with the ability to dig deep into details and tie the data back to business objectives
  • Strong communication and presentation skills, able to tell the story of campaign performance and communicate complex concepts in an easy to follow fashion
  • Proactive and comfortable with ambiguity; ability to thrive in an environment with rapid change

 

An outstanding professional will have...

  • Bachelor’s degree preferred
  • 5-7 years of loyalty or related experience
  • Experience performing analyses to generate data driven insight and recommendations

#LIJD1

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.

 

Tapestry, Inc. 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 Tapestry, Inc. at http://www.tapestry.com/

Req ID:  90589


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

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