(Temp) Manager, Customer Care

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Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always been colorful, bold, and optimistic. Today, it is a global lifestyle brand that designs extraordinary things for the everyday, delivering seasonal collections of handbags, ready-to-wear, jewelry, footwear, home décor, and more. Known for its rich heritage and unique brand DNA, Kate Spade New York offers a distinctive point of view and celebrates communities of women around the globe who live their perfectly imperfect lifestyles.

Kate Spade New York is part of the Tapestry portfolio - a global house of brands committed to stretching what's possible, unwavering optimism and 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 Customer Care Manager will continue to develop the customer experience function for Kate Spade and focus on delivering personalised support to Kate Spade's customers via all customer touch points including Phone, Email, Live Chat, Ratings & Reviews and Customer Surveys.

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

• Directly manage 3rd party Customer Service Advisors and conduct regular 1-2-1's, appraisals and manage the teams performance against KPI's and SLA's
• Work with Ecommerce, Retail and Warehouse teams to drive improvement and consistency across shopping, service and delivery experiences
• Drive the department sales targets via Phone, Email, Live Chat, Online Surveys and create team initiatives to improve performance and celebrate success
• Manage refunds, exchanges and repairs that are directed to customer care for both Ecommerce and Retail
• Ensure prompt responses to all customer enquiries/issues and act as an escalation point for customer complaints where required
• Recommend, initiate and manage projects to surprise and delight all customers, evaluate customer feedback and implement recommendations for continuous improvement
• Champion the needs of the customer across the business by regularly testing the engagement journey and benchmark our service propositions against retail markets, in line with new technical advancements
• Manage all customer facing policies and guidelines, including returns and T&C's in partnership with Retail Operations North America and Europe
• Ensure full implementation of the Customer Care Strategy in-line with departmental and company objectives
• Support the achievement of Sales Plan requirements utilising cross-selling and up-selling opportunities
• Work with IT to scope and develop new CS technologies, and decrease contacts per order by improving the customer experience
• Support the development of an Omni Channel customer care approach through the development of systems, training and process enhancements
• Partner with North America Ecommerce and Customer care teams to align processes and ensure a Global Customer care structure is adhered to

The accomplished individual will possess...

• Previous experience in retail customer care, managing Ecommerce & Retail customer queries and complaints
• Strong people management skills with proven experience of managing a Customer Services Team
• Highly personable, and able to build strong relationships with customers, partners and internal colleagues
• Experience in both inbound and outbound customer services, building customer loyalty within a retail environment
• Flexible, resourceful, and happy to solve problems as they arise in a growing business
• SAP/OMS experience a plus
• Additional language is a plus (German, Italian, Spanish, French)

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
• Multi 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
• Private Dental Cover
• Eyecare vouchers
• Employee Assistance Program
• Employer Pension Contribution
• Gym discount
• Interest free season ticket loan
• Cycle to work scheme

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 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.

Kate Spade 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 the 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 Kate Spade at www.katespade.com.

Req ID: 113894