Manager, Omni Channel Training NY

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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.

The Manager, Retail Training & Development will be responsible for supporting all service and selling training strategies and programs to help drive Coach North America’s overall business objectives. The training scope encompasses both retail and outlet channels within North America.

• Develop and lead training strategies and implementation plan for NA Retail and Outlet stores, adapting global strategies/content as needed and in close partnership with NA field leadership
• Partner with NA leadership to understand NA business strategies to drive and support sales and service goals with impactful training initiatives
• Leverage Coach’s online learning platform and other tools to ensure effective implementation of foundational Coach training programs, including:
• Associate onboarding
• The Coach Experience
• Foundational product training
• Selling, service and clienteling training
• Ensure effective use of training tools and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc.
• Support ongoing development, optimization and maintenance of Coach online learning platform—partnering with vendor, IT, HR and Global Training team
• Drive a differentiated customer experience in stores by understanding customer shopping needs, competitive best practices, and the luxury service environment (within and beyond retail)
• Collaborate with broader training team to ensure a seamlessly integrated product and service training approach
• Leverage field feedback as well as customer feedback and other programs to assess effectiveness of training programs and identify ongoing training needs and opportunities
• Collaborate with Global Training Team and BU Training partners to develop global training strategies and content roadmap
• Regularly participate (cadence TBD) in store visits with MMs to understand evolving in-store experience, store level opportunities, implementation considerations, etc.
• Champion and drive the implementation of The Coach Experience selling ceremony in stores
• Partner with field leadership to develop effective networks/mechanisms for training implementation, e.g., store/regional/MM train the trainer initiatives, etc.

• 3+ years of experience in retail or hospitality training and development; an equivalent combination of education and experience will be considered
• Strong competency in creating engaging training content and learning tools, including digital/e-learning content
• Strong written and verbal communication and presentation skills
• Ability to develop and implement creative approaches to training programs that drive tangible results
• Ability to implement strategies, measure impact, and make necessary adjustments to achieve objectives
• Ability to analyze customer-related data and draw conclusions leading to improvement recommendations
• Ability to build effective cross-functional partnerships
• Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities
• Luxury brand experience a plus

• 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…