Customer Experience Director

1 week ago

Vaughan, Ontario, Canada Tapestry Full time

About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Leader at Kate Spade, a global lifestyle brand and part of the Tapestry portfolio. As a key member of our retail team, you will be responsible for driving business growth and delivering exceptional customer experiences in our stores.

Key Responsibilities

  • Partner with Store Managers to develop and implement business-driving initiatives that build repeat business and attract new customers to the store.
  • Communicate and achieve store productivity targets, including sales per hour, average transaction value, and customer engagement metrics.
  • Ensure all associates complete sales training programs and develop strong product knowledge across all categories.
  • Model and supervise the selling environment, providing consistent coaching on sales training processes to ensure the highest level of customer service and sales.

Leadership Presence

  • Achieve personal sales goals and educate the sales team on sales plans, personal sales goals, and store statistics to drive team performance.
  • Ensure the highest level of service is provided to all customers through extensive product knowledge and the completion of product profiles.
  • Foster a team environment by creating a fun, competitive, and inviting atmosphere that encourages collaboration and teamwork.

Building Brand Equity

  • Understand and communicate the Kate Spade brand aesthetic, brand philosophy, and lifestyle to the sales team and customers.
  • Ensure brand and operating standards are met to support brand consistency and store presentation.

Operational Excellence

  • Perform and supervise store opening and closing procedures, including counting register funds, completing bank deposits, and securing the facility.
  • Accurately process all POS transactions and inventory functions, such as transfers, receiving, and FedEx shipments, to maintain inventory integrity.
  • Adhere to Kate Spade loss prevention policies and operational procedures.

Requirements

  • Minimum 2-3 years' experience in luxury goods or a comparable retail environment.
  • College degree preferred.
  • Prior luxury goods experience preferred.

Competencies

  • Courage: Provides direct and constructive feedback to others, takes ownership of problems, and is not afraid to take negative action when necessary.
  • Creativity: Develops innovative solutions and ideas, and is open to change and new perspectives.
  • Customer Focus: Prioritizes customer needs and expectations, and ensures that all interactions are customer-centric.
  • Dealing with Ambiguity: Effectively copes with change, uncertainty, and risk, and is able to make decisions without having all the information.
  • Drive for Results: Consistently delivers results, sets high standards, and is driven to exceed goals.
  • Interpersonal Savvy: Builds strong relationships with colleagues, customers, and stakeholders, and is able to navigate complex social situations.
  • Learning on the Fly: Quickly adapts to new situations, learns from failures, and is open to new ideas and perspectives.

Competencies for All People Managers

  • Strategic Agility: Develops and implements strategic plans, anticipates future trends and consequences, and is able to articulate a clear vision for the future.
  • Developing Direct Reports and Others: Provides challenging assignments, holds regular development discussions, and is aware of each person's career goals.
  • Building Effective Teams: Fosters a collaborative and inclusive team environment, and is able to build strong relationships with team members.

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