Kate Spade Customer Experience Manager
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Join Kate Spade in New York as a Customer Experience Manager, driving strategic insights and improvements in post-purchase performance. Competitive salary and comprehensive benefits offered.
Overview
Kate Spade New York, a vibrant and optimistic global lifestyle brand, is renowned for its colorful and bold designs across various product categories, including handbags, ready-to-wear, and home décor. As part of the Tapestry portfolio, Kate Spade benefits from being within a global house of brands that values innovation and inclusivity, offering a dynamic environment for career growth and development.
Role & Responsibilities
- Manage the end-to-end measurement framework for post-purchase performance, including NPS, OSAT, ASAT, and brand experience scores.
- Develop and maintain executive-level dashboards and KPIs, generating monthly, quarterly, and ad hoc reports.
- Translate data into narrative insights and strategic recommendations.
- Oversee the design and optimization of post-purchase surveys and analyze quantitative and qualitative data.
- Implement advanced methodologies such as segmentation, text analytics, and sentiment analysis.
- Own relationships with external Voice-of-Customer data platforms and lead testing of new survey tools.
- Collaborate cross-functionally to influence decisions and drive improvements.
- Build insight-driven presentations to connect findings with broader business strategy.
- Identify opportunities for customer experience improvement and propose solutions.
- Support the implementation of strategic initiatives, managing projects to completion.
Qualifications
- Proven experience in customer experience management or a related field.
- Strong analytical skills with the ability to transform data into actionable insights.
- Experience with survey design and data analysis tools.
- Ability to manage multiple projects simultaneously.
Skills
Experience
A minimum of 5 years in customer experience management or a related field, with a focus on data analysis and strategic insights.
Education
Bachelor's degree in Marketing, Business Administration, or a related field.
Workplace
This position is based in New York, New York, USA, within easy reach of New York City. Cerulean lists 487 open roles in New York, including 11 posted recently. The broader New York area accounts for 589 active listings on Cerulean, 13 of which are new. In USA as a whole, Cerulean currently features 2.195 open positions, with 68 posted this week.
Compensation
Base salary range from $85,000 to $100,000 annually.
Benefits
Comprehensive benefits package including medical, dental, and vision insurance, 401(k), paid parental leave, commuter benefits, disability insurance, and tuition assistance.
Culture
Kate Spade fosters a culture of creativity, inclusivity, and innovation, encouraging employees to express their unique perspectives and contribute to the brand's vibrant community. As part of Tapestry, the company is committed to stretching what's possible and supporting employees in their professional growth.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.