Sr. Manager, Coach Customer Care

Primary Purpose: The Sr. Manager for Coach Customer Care will be responsible for leading a multi-channel retail contact center, located at our distribution center in Jacksonville, FL. This position is responsible for the implementation and execution of brand-enhancing customer service initiatives, while developing and leading a team of service professionals to achieve departmental goals. Tactical emphasis is on customer care, sales, quality management, recruiting, coaching and training.

The Sr. Manager's success is measured by our ability to effectively execute and balance an elevated experience for our customers (and associates) with strong sales and financial performance. The leader in this role actively contributes to strategic operational initiatives as well as daily business decisions.

This position will report into the Sr. Director, Coach Customer Care.

The successful individual will leverage their proficiency in strategic leadership and customer service operations to...

- Design processes that model The Coach Experience sales and service protocols, increase efficiency and support accelerated growth.
- Lead and develop a strong, motivated team of leadership and service professionals, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of customer and employee satisfaction.
- Provide strategic leadership to Team Leads, broadening and elevating their abilities.
- Develop and execute reward and recognition programs designed to increase employee morale while driving performance success.
- Create succession plans for key roles within the Contact Center; insuring a bench of future leaders.
- Drive customer service, sales, and quality metrics to achieve departmental goals.
- Partner with Training/QA Manager to identify on-going training/quality initiatives to support improved performance and associate development.
- Partner with Sr. Director to prepare AOP (budget); ensure established financial objectives are achieved.
- Maximize current tools and technology to support sales and service initiatives.
- Serve as Customer Care Business Lead on cross functional project teams to execute strategic initiatives.
- Analyze key business drivers; leverage data to make recommendations and changes necessary to balance cost and service objectives.
- Provide subject matter expertise on tools and technology needed to evolve the customer experience in line with Coach's omni-channel strategy.
- Perform other duties and projects as assigned.

The accomplished individual will possess...

- Bachelor's degree in a related field or equivalent experience.
- 5+ years' leadership experience in an inbound, multi-channel customer contact center, preferably within a luxury retail brand.
- Strong working knowledge of contact center operations, technologies, systems and processes.
- Ability to form strong cross-functional relationships and influence others to drive to a common goal.
- Demonstrated abilities in understanding an organization's goals and objectives and transforming into broad actionable strategies that drive team behaviors and quality execution.
- Proven experience in developing and building high performing teams; ensuring talent and bench strength is available to support company growth.
- Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information.
- Strategic perspective on business and operational issues.
- Highly adaptable to changes in priorities and business conditions while still driving towards results.

Our Competencies for All Employees

- 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.
- 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.
- 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.
- 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.
- Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
- 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.

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.
- Building Effective Teams: Blends people into teams when needed; creates strong moraleand 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.
- Managerial 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.

Coach 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. #LI-RE1 Visit Coach at www.coach.com.