Manager, Wholesale Customer Experience - 6-month FTC

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We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what's possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

We are a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Primary Purpose: The Manager, Wholesale Customer Experience is responsible for leading and inspiring a team of Brand Ambassadors & Specialists across the European department store network for the Tapestry Europe Wholesale business. Reporting to the Director, Wholesale Customer Experience EMEAI, the Manager will empower strong cross functional relationships, drive a clear communication strategy, and seek new initiatives for further brand development.

The successful individual will leverage their proficiency in Customer Experience to:

• Build and cultivate strong relationships with internal and external stakeholders to drive brand awareness, customer retention and best practice. Provide Wholesale Accounts with regular updates during peak trading, and for new staffing agreements and onboarding
• Regularly visit teams and locations within the region, meeting in-store management and cross functional partners to discuss trade performance and customer experience opportunities
• Support Brand Ambassadors with managing in-store priorities, ensuring product deliveries and replenishments are managed efficiently and back of house areas are kept clean, tidy, and well maintained
• Educate Brand Ambassadors on Tapestry's brands and deliver training to increase product knowledge and ultimately drive sales
• Track and analyse European Wholesale sales, ensuring trade reports are completed in a timely manner, with relevant solution focused action plans to ensure locations have the right product, at the right time, for the right customer. Ensure product call outs are shared with the Wholesale Sales team to meet sales plans
• Maintain rota schedules and floor coverage, particularly through peak trading. Manage temp budgets during peak periods and in-store project activations
• Support Brand Ambassadors with presenting to Tapestry Corporate teams during monthly sell thru meetings, business walkthroughs and store visits. Deliver streamline communication, clear business focuses and strategies
• Oversee recruitment and onboarding for the region, manage store approval process, and provide strategies for headcount based on regional performance
• Partner with the Tapestry VM team to ensure visual directives are shared within the region and all locations are showcasing new season product, seasonal product launches, and delivery drops
• Educate and empower store teams to action ad hoc VM floor sets in line with customer profiling, deliveries, business directives and feedback is provided
• Lead quarterly check-ins and year-end reviews with the team, and track holiday, sickness and performance
• Manage department budgets and process invoices for incentives, temp hiring and travel
• Monitor in-store activity through customer experience calendar and present ideas to identify new opportunities in-store, region or within local events for all European locations

The accomplished individual will possess:

• Minimum 5 years retail experience and in-depth knowledge of the fashion retail environment
• Experience managing multi-site locations
• Ability to travel up to 12 days per month
• Experience working within a department store
• Passionate people leader, leads by example and enjoys coaching and training others
• Excellent communication, organizational and analytical skills
• Strong knowledge of industry trends
• Self-motivated and able to strategize to support business development
• A strong and passionate team player and the ability to work well with others
• European language skills are desirable

What Tapestry can offer you:

• Hybrid working (3 days working from the office, 2 days remote)
• Option to finish early on a Friday (Flex Fridays)
• 1 Paid Volunteering Day per year and opportunities to volunteer with global projects
• Learning & Development opportunities
• Internal mobility & career progression
• Regular Social Events - Seasonal & Cultural
• Equity Inclusion & Diversity initiatives which include employee resource groups & regional inclusion council

Other benefits include:

• 25 days holiday in addition to bank holidays (pro rata)
• Tapestry brand discount up to 50% off Coach, Kate Spade, Stuart Weitzman
• Private Healthcare with health assessment (Bupa)
• Bupa rewards - Financial wellbeing support and wellness discounts
• Free 24/7 support for family building, fertility and menopause with Maven
• Private Dental Cover
• Eyecare vouchers
• Employee Assistance Program
• Employer Pension Contribution
• Gym discount

Our Competencies for All Employees

• 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 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.

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.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale
  and spirit in his/her 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.

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: 117093