Kate Spade Customer Experience Manager

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.

1. Manage the end-to-end measurement framework for post-purchase performance, including NPS, OSAT, ASAT, and brand experience scores.
2. Develop and maintain executive-level dashboards and KPIs, generating monthly, quarterly, and ad hoc reports.
3. Translate data into narrative insights and strategic recommendations.
4. Oversee the design and optimization of post-purchase surveys and analyze quantitative and qualitative data.
5. Implement advanced methodologies such as segmentation, text analytics, and sentiment analysis.
6. Own relationships with external Voice-of-Customer data platforms and lead testing of new survey tools.
7. Collaborate cross-functionally to influence decisions and drive improvements.
8. Build insight-driven presentations to connect findings with broader business strategy.
9. Identify opportunities for customer experience improvement and propose solutions.
10. Support the implementation of strategic initiatives, managing projects to completion.

1. Proven experience in customer experience management or a related field.
2. Strong analytical skills with the ability to transform data into actionable insights.
3. Experience with survey design and data analysis tools.
4. Ability to manage multiple projects simultaneously.

1. Analytical rigor and data interpretation.
2. Strong project management and organizational skills.
3. Excellent communication and presentation abilities.
4. Collaboration and relationship-building across functions.

A minimum of 5 years in customer experience management or a related field, with a focus on data analysis and strategic insights.

Bachelor's degree in Marketing, Business Administration, or a related field.

Base salary range from $85,000 to $100,000 annually.

Comprehensive benefits package including medical, dental, and vision insurance, 401(k), paid parental leave, commuter benefits, disability insurance, and tuition assistance.

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.