Manager, Sales & Service Field Trainer - EAST

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

The accomplished individual will possess...

• 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

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 morale and spirit in their team; 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.
Americans with Disabilities Act (ADA)
Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected]
#LI-REMOTE; #LI-SM2 Visit Coach at www.coach.com.
Work Setup: REMOTE
BASE PAY RANGE $100,000 - $110,000 ANNUALLY
*Tapestry will comply with minimum wage requirements and any other applicable pay laws based on city, county, and state regulations.
Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits .