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Senior Manager, Voice of the Customer

Tapestry

New York, 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:

Primary Purpose:

 

Customer Voice Advocate

The Manager of Customer Voice is responsible for ensuring that customers receive the best user experience while consistently closing the loop on all customer feedback. S/he is a key partner to provide support by gathering information on the customer journey to identify trends and customer friction points. S/he will partner with the business and IT teams to engage in solutions to customer feedback in addition to providing regularly reporting.

 

Key Responsibilities will include the following:

 

  • Serve as the voice of the customer to our Product Management, Tech, and Marketing teams
  • Partner with the call center stakeholders to identify trends and friction points four our customer
  • Clearly understands the project roadmap and effectively communicates to customer care representatives of new site changes
  • Evolve and transform NPS and Rep Survey measurements and feedback processes
  • Managing direct customer communication in addition to delivering instructions and workarounds as well as addressing usability concerns
  • Attend and participate in cross functional meetings, including daily stand-ups and process improvement working groups
  • Reviewing session replays to uncover issues with customer journey and recognize ongoing themes/trends
  • Help to build and manage an always-on, closed-loop process to collect and synthesize customer feedback along with customer service teams
  • Execute, maintain, and manage customer intelligence reporting to various levels of management
  • Partner with internal and external stakeholders to understand adoption of current product suite and identify UX opportunities to provide a better customer experience
  • Maintaining vendor relationship with survey tool and staying abreast on potential tool enhancements and new features
  • Working on replay tool enhancements to improve customer experience

 

The accomplished individual will possess…

  • Ability to effectively lead cross- functionally and as well as secure executive buy-in
  • Highly analytical and can quickly size and prioritize issues based on ROI
  • Accountable, responsible but panic-free approach when faced with critical and time-sensitive issues
  • Proven ability to persuade, influence and lead others, while establishing credibility and trust
  • Ability to effectively communicate complex technical concepts to non-technical partners
  • Demonstrates a broad understanding of the applications and technical architectures

 

An outstanding professional will have…

 

  • 3-5 years of demonstrable experience in Agile, Lean or Scrum or similar delivery environment
  • BA / BS in Computer Science, Information Technology or related field
  • Retail / e-commerce experience preferred
  • Strong leadership and communication skills
  • Stays abreast of industry best practices

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. #LI-KS1 Visit Tapestry, Inc. at http://www.tapestry.com/

Req ID:  60836


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