Assistant Manager, Client Development and CRM

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.

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.

Primary Purpose: Build a strong customer engagement culture and capability in Coach by working closely with cross-functional partners in Marketing, Stores, Training, Merchandising, IT, _and Retail to support the implementation of retail customer engagement initiatives. Drive retail customer retention and sales growth with a focus on existing top customers and new high potential customers.

The successful individual will leverage their proficiency in customer experience to...

• KPI: Customer acquisition, retention and loyalty

• Drive a strong clienteling culture and build skills in stores. Partner with Training and Retail to sustain mindset; reinforce thru Store Managers and on-going team coaching.

CRM

• Generate monthly CRM report, monitor performance and initiate CRM campaigns to achieve given targets

• Partner with out-source customer database agency to generate strategic target customer list upon new product or campaign launch

• Maximize in-store customer data collection and drive enhancements to the in-store digital clienteling platform and roll out changes to the network in close partnership with IT and Retail Operations

Clienteling

• Lead client communication (Image assets management, store light box, LMS, signage, etc.)

• Partner with department stores to cultivate new customers

• Lead VIP Program to improved customer retention and loyalty (eg. VIP voucher)

• Design client journey to enrich brand experience

• Optimize local deployment of top loyal customers treatments (in-store hospitality, gifting, anniversaries)

• Develop clienteling support tools for retail activations (eg. e-vite, F&B, gift, look book, order sheet, etc)

Omni-channel experience

• Lead chatbot service partnering with E.com to reinforce cross channel customer experience

• Participate in store KOL program, and incubating the community

*Clienteling = Nurturing Brand Loyal Customers

The accomplished individual will possess...

- Bachelor's degree or equivalent experience

-Location: Gwanghwamun, Seoul

- 4+ years customer engagement/development experience in Owned & Operated Brand Retail, FMCG, Fashion, Watch, Jewelry, F&B, etc.

- Strong analytical skills and come up with new ideas and suggestions from these results

- Having sense of fashion, trend, retail, and marketing

- Strong teamwork, interpersonal, and communication skills

- Effective written and verbal communication and presentation skills

- Ability to implement strategies, monitor progress, and make necessary adjustments to achieve objectives

- Ability to interact with all levels of employees

- Strong organizational/collaboration skills and ability to multi-task projects in a dynamic, fast paced environment with shifting priorities

- Working with a global team may mean occasional early or late meetings

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.