Manager, Customer Insights

New York, New York, United States
16 Aug 2022
09 Sep 2022
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last-for you to be yourself in.

Coach is part of the Tapestry portfolio - a global house of brands committed to stretching what's possible.

A member of the Tapestry family, we are part of 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: Leverage the Coach's global customer feedback platform, Client Loop, to continually improve the omnichannel customer experience and position the Customer Insights team as a critical business partner by supporting customer-centric business strategies across the organization.

The successful individual will leverage their data analytics and strategic skills to...
  • Leverage post-purchase customer feedback to assess customer experience strengths and opportunities across markets and channels, to uncover themes and underlying satisfaction drivers, and to identify and action key insights to improve customer satisfaction/Net Promoter Scores at Coach
  • Partner with the global Retail Training and Customer Care teams to equip stores and Customer Care associates with the training needed to optimize customer engagement and support ongoing action plans to improve Net Promoter Scores
  • Drive integrated use of customer feedback and digital clienteling platforms to ensure stores are maximizing customer engagement and leveraging feedback to support relationship building
  • Build ad-hoc surveys and conduct analyses for cross-functional teams seeking customer feedback to support business strategies and key priorities
  • Publish regular insights/reporting across the organization to measure and track progress against Coach customer engagement goals and to support key business initiatives and/or commercial periods
  • Prepare monthly and quarterly customer engagement KPIs reporting and communication to stores; identify improvement opportunities and help set store goals
  • Partner across corporate and global business unit teams and with the Client Loop vendor to enhance platform functionality and/or reporting capabilities to support evolving business priorities/needs
  • Maximize usage of Client Loop across the organization by conducting onboarding trainings to new users, demonstrating Client Loop best practices; provide technical service and maintenance for the tool

The accomplished individual will possess...

  • Minimum 3 years professional experience working in a customer insights/analytics or strategy
  • Excellent analytical skills with quantitative/business undergraduate degree
  • High degree of proficiency in PC applications, especially Excel and PowerPoint. Experience with Medallia platform, UNICA, Tableau, and SQL strongly desired
  • Exceptional attention to detail and excellent multi-tasking skills
  • Good communication skills
  • Strong project management skills
  • Strong interpersonal and presentation skills
  • Strong teamwork abilities

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 moraleand spirit in theirteam; 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.

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-JL3. Visit Coach at

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