Coordinator, Customer Development

Coach Overview

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.

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.

Support the implementation of the Coach Omni Customer Development strategy with a focus on in-store digital clienteling tools & services. The role will report into the Manager, Omnichannel Customer Development.

• Support the day-to-day usage of the in-store digital clienteling platform, Client Compass, and act as a key resource and technical expert for store teams and cross-functional partners.
• Act as liaison between store teams and IT team in order to identify, troubleshoot, and resolve technical issues within the digital clienteling platform.
• Assist manager in creation of resources that drive in-store clienteling.
• Keep open lines of communication with the field to solicit feedback on clienteling tools and programs to implement future improvements.
• Partner with third party app provider of digital clienteling platform to resolve technical issues and provide feedback.
• Pull and monitor Customer Development KPIs and goals to track organization’s progress.
• Support new and innovative omni client experience pilots through strategic planning, technical implementation and tracking results.
• Manage the in-store clienteling client amenities and gifting programs.
• Develop email and SMS scripts to support store outreach for clienteling campaigns and events.

• Minimum 1-3 years professional experience in retail or customer experience.
• In-store retail experience a plus.
• Passionate about building innovative customer experiences.
• Successful experiences in working cross-functionally.
• Critical thinking and problem-solving skills.
• Hands‑on, "get it done" mentality.
• Project Management experience.
• Exceptional written and oral communication skills.
• Strong teamwork abilities.
• High degree of proficiency in PowerPoint, Excel, Word and Microsoft Office.
• Strong organizational skills with the ability to handle multiple priorities at once.

• 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…