Sr. Manager, Omnichannel Membership

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.
Job Title: Senior Manager, Omnichannel Membership (Loyalty)
Primary Purpose: The newly-created position of Senior Manager, Omnichannel Membership, will help define and oversee the short- and long-term strategy, optimization, and evolution of Coach Insider. This position operates across both Retail and Outlet channels, with the objective of fueling customer engagement, frequency, spend, and retention, nurturing high-value customer relationships, facilitating omni/multi-channel customer journeys, and building a differentiated and robust Coach community. This is a highly cross-functional position that requires a balanced, creative, and data-driven approach to deliver a best-in-class membership program. This role reports into the Senior Director, Omnichannel Membership.

The successful individual will leverage their proficiency to...
- Assist in defining the strategy, implementation, and ongoing evolution of the Coach Insider omnichannel membership program across both Retail and Outlet channels.
- Develop and foster strong relationships with key internal stakeholders; ensuring seamless cross-functional communication, alignment, and execution of both day-to-day and long-term program strategies.
- Define optimal processes and develop operational playbooks in coordination with key cross-functional partners (Stores, Customer Care, eCommerce sites, and Marketing).
- Serve as internal advocate and subject matter expert for Coach Insider program; drive promotion, adoption, and program innovation across the organization.
- Own loyalty project roadmap: ensure initiatives are appropriately prioritized in line with strategic vision, key milestones are met, and project requirements are delivered.
- Drive program innovation through continuous assessment of the competitive landscape (within the retail industry and beyond), market research, and member engagement.

The accomplished individual will possess...
- 7+ years experience in Digital, Marketing, and/or Loyalty
- Experience managing a successful membership/loyalty program
- Experience directing a large strategic program in a cross-functional role
- Team-oriented approach; ability to interact with partners across the organization at all levels
- Exceptional attention to detail
- Strong project management and organizational skills
- Excellent communication skills, both written and verbal; ability to negotiate and influence peers and members of cross-functional teams
- Creative problem-solving skills; perseverance when presented with barriers or ambiguity
- Ability to thrive in a fast-paced environment, adapt to changing priorities, and react with appropriate sense of urgency

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 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.
- 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. Visit Coach at www.coach.com.
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Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.
Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.