Director, Training & Development

London, GB
23 Apr 2022
03 Jun 2022
Job Title: Tapestry Retail Omni Customer Experience & Training & Development Director (Europe)

Primary Purpose:
To work with the Vice President of Stores and Operations to define and influence commercial and engagement opportunities through customer experience, training and people development across Tapestry Retail and Outlet stores. Demonstrate strong commercial value and consistent development by aligning to brand specific global customer experience departments as well as identifying local needs and opportunities. Europe travel is an essential part of this role.

High level department responsibilities include implementing brand specific guest journey initiatives and hosting ceremonies, virtual and omni selling activities, clienteling and retention, training and development, social commerce programmes and consumer insights.

The successful individual will leverage their proficiency in Retail Customer Experience (CEX) to...

- Establish CEX strategies aligning to global and Europe fiscal year goals as well as adapting to local commercial performance and KPIs.
- Collaborate with the VP of Stores and Operations, Area Mangers, and retail store teams to analyse training and commercial needs and identify learning and development opportunities. Review and present quarterly, H2 and fiscal year project plans as appropriate.
- Line Manage the Customer Experience team and point of contact for support functions to other connecting departments, including wholesale customer experience and Ecomm customer care.
- Forecast and maintain the annual department budget aligning to Retail and Europe AOP. Collaborate with the Finance department where relevant.
- Create robust methods to track and measure the success and ROI of T&D initiatives
- Develop an annual department training calendar outlining training programmes and activities. Align with other cross function departments and timeframes where necessary.
- Contribute to the synergies of various cross-functional department projects, including Global Customer Experience as well as Europe Direct, BIMA, HR, Marketing, VM, Ecomm and Operations.
- Oversee the management and implementation of individual global CEX systems including E-Learning (LMS), Medallia (customer feedback) and Tulip Clienteling for each brand (Kate Spade, Coach and Stuart Weitzman). Includes participating in global taskforces, monthly insight reports, brand benchmarking and connecting results to wider business strategies. Support CEX Field Trainer and other key stakeholders (e.g. Retail Operations and IT) in technology infrastructure and troubleshooting.
- Champion and drive the vision for each individual brand customer experience hosting models. Includes project involvement such as commercial, onboarding, selling and styling, guest journey, personalization services, product knowledge and category training. Support with the development of tools and execute training initiatives where relevant.
- Define and implement Europe Client Development strategies in line with Tulip results, seasonal moments, and commercial needs with the objective of driving sales growth and retention. Partnership with CRM and Marketing to ensure appointments, events and retention strategies are aligned.
- Evolve product knowledge strategies to support category growth objectives and specific priorities for CE Retail and Outlet. Cross-functional partnerships with CE BIMA and Global Customer experience as well as implementing training material and E-Learning tools (Coach Journey and KS Edit).
- Where relevant, create and implement commercial and people-development training programmes with an emphasis on connecting business acumen to behavioural abilities. Including business acumen, leadership and coaching skills, individual and team behaviours and commercial performance. Align with HR and global strategies and projects where relevant.
- External vendor liaisons, including software programmes and tools for the department and external training partners.
- Manage and develop the pillars 'Brand and Product' and 'Physical and Virtual Customer Experience' within the wider Tapestry Ambassador Programme (TAP). Emphasis on developing the programme objective of connecting culture and engagement with commerce and accountability.
- Collaborate with Area Managers and external stakeholders to support talent and training needs in their markets including development plans and performance feedback for teams and individuals as well as specific training and development initiatives where needed.
- Manage and organise annual store manager conferences and events, including budgets, content, agenda, and logistics.
- Manage Quarterly meetings to the Store Manager audience with the relevant functions presenting their updates.

The accomplished individual will possess:
- Clear, concise communication skills
- Analytical skills
- Presentation skills
- Powerpoint/Excel/Email skills

An outstanding professional will have:

- Consumer centric mindset
- Innovative thinker/ Forward thinking
- Business acumen
- Organized/Accountability
- Strategy focused

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