Associate Manager, Client Loop & Customer Insight

New York, New York, United States
14 Sep 2022
29 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 2 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

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