Manager, Sales & Service Field Trainer - WEST

Tapestry•New York, NY

2d•$100,000 - $110,000•Remote

About The Position

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.Primary Purpose: Support the implementation of the North America Omnichannel Training & Customer Development strategy through building, communicating, and implementing trainings across both channels in sales, service, clienteling, and onboarding initiatives. In addition, this position will help measure success and adoption of new skills throughout the fleet. The role will report into Director, North America Omnichannel Training & Customer Development with a dotted line to the respective Regional Director. The successful individual will leverage their proficiency in training and customer experience to help train the store teams in their region while also... Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and supporting sales and service goals with impactful training initiatives; monitoring store KPIs/metrics and developing training/action plans based on identified opportunities; consistently following up with teams for accountability and to ensure growth in designated metrics Provide timely and thoughtful store and field feedback to both North America Omnichannel Training & Customer Development and Global Customer Experience team to help create new training initiatives as the retail landscape evolves Serving as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to brand standards Championing and driving the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is being provided in stores within their market Regularly connecting with regional field leadership (Regional Directors, Multi-Managers) to understand evolving in-store experience, store-level opportunities, implementation considerations, etc. Leveraging our training platform, Coach Journey, and other available learning & development resources to ensure effective implementation of foundational Coach training programs and initiatives, including: General/Store/Assistant Manager onboarding within the region The Coach Experience selling ceremony Foundational product knowledge training Selling, service and clienteling training Training & implementation of our sales accountability programs (Sales Coach and SDA) Observing & training store management team to develop their leadership skills, in partnership with their Multi-Manager Supporting the day-to-day usage of the in-store digital clienteling platform, Client Compass, to help animate and drive in-store clienteling; be the regional power user by fielding store questions and training users Ensuring effective use of available training tools, in particular Coach Journey, and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc. Partnering with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate key selling skills and techniques Providing guidance for the planning and implementation of in-store client events and animations within the region Partnering with field leadership to ensure effective follow up and action planning of the customer feedback tool, Client Loop, in stores; maximizing the program as a development tool to continually improve service levels/meet evolving customer expectations

Requirements

5+ years professional experience working in retail, training, or customer experience
Ability to work with and motivate multiple levels within the Coach organization
Must demonstrate the ability to effectively communicate important issues related to market to Field Leaders and Director, NA Omnichannel Training & Customer Development, and partner on solutions
Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities
Effective written and verbal communication
Exceptional attention to detail
Good communication skills
Strong interpersonal and presentation skills
Strong teamwork abilities
Demonstrated ability to think broadly, considering all perspectives on issues, and reaching logical conclusions that best serve the brand as a whole
Proficiency in PowerPoint, Excel, Word and Microsoft Office
The ability to travel up to 75% of the time

Responsibilities

Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and supporting sales and service goals with impactful training initiatives; monitoring store KPIs/metrics and developing training/action plans based on identified opportunities; consistently following up with teams for accountability and to ensure growth in designated metrics
Provide timely and thoughtful store and field feedback to both North America Omnichannel Training & Customer Development and Global Customer Experience team to help create new training initiatives as the retail landscape evolves
Serving as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to brand standards
Championing and driving the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is being provided in stores within their market
Regularly connecting with regional field leadership (Regional Directors, Multi-Managers) to understand evolving in-store experience, store-level opportunities, implementation considerations, etc.
Leveraging our training platform, Coach Journey, and other available learning & development resources to ensure effective implementation of foundational Coach training programs and initiatives, including:
General/Store/Assistant Manager onboarding within the region
The Coach Experience selling ceremony
Foundational product knowledge training
Selling, service and clienteling training
Training & implementation of our sales accountability programs (Sales Coach and SDA)
Observing & training store management team to develop their leadership skills, in partnership with their Multi-Manager
Supporting the day-to-day usage of the in-store digital clienteling platform, Client Compass, to help animate and drive in-store clienteling; be the regional power user by fielding store questions and training users
Ensuring effective use of available training tools, in particular Coach Journey, and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc.
Partnering with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate key selling skills and techniques
Providing guidance for the planning and implementation of in-store client events and animations within the region
Partnering with field leadership to ensure effective follow up and action planning of the customer feedback tool, Client Loop, in stores; maximizing the program as a development tool to continually improve service levels/meet evolving customer expectations