Manager, Field Customer Experience

About the role

The Field Customer Experience Manager will support Coach’s North America Omnichannel Training & Customer Development strategy. Reporting to the Director of North America Omnichannel Training, the role bridges training initiatives with store performance, ensuring consistent brand standards across sales, service and clienteling.

Key responsibilities

• Design, deliver and monitor training programs for sales, service and onboarding across both physical and digital channels.
• Analyze store KPIs, identify gaps and create action plans to improve customer experience metrics.
• Provide timely feedback to the Omnichannel Training team and Global Customer Experience team to shape new initiatives.
• Champion the Coach Experience selling ceremony and ensure its consistent execution in stores.
• Collaborate with regional field leadership to understand evolving store needs and drive implementation of training solutions.

Required profile

• Proven experience in retail training, customer experience or related fields.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication and stakeholder management skills.
• Ability to travel across North America to support field teams.

Required skills

What we offer

• Opportunity to work with a leading global fashion house.
• Collaborative environment focused on innovation and inclusion.
• Professional growth within the Tapestry portfolio.