Michael Kors Customer Experience Coordinator
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 28, 2026
About %s
Michael Kors, owned by Capri Holdings Limited, is a globally recognized luxury fashion and accessories brand renowned for innovative design and accessible luxury. The company operates across multiple continents with a strong emphasis on customer experience, omni-channel retail strategy, and digital innovation. Capri Holdings' portfolio includes iconic fashion houses with a commitment to creative excellence and customer-centric operations.
Michael Kors seeks a Customer Experience Coordinator in London to manage clienteling operations, tool governance, and performance reporting across EMEA stores.
Role & Responsibilities
- Manage day-to-day operation of clienteling tools across EMEA, including Tulip Clienteling and WhatsApp Business platforms
- Upload, maintain and localise scripts, messaging templates and assets, ensuring accuracy and brand consistency
- Conduct regular WhatsApp and Tulip audits and spot checks to monitor quality, compliance and best-practice use
- Serve as the first point of contact for store and field teams on clienteling queries, issues and support requests
- Support ongoing maintenance and refresh of the Client Experience Toolkit, keeping tools, content and best practices current and accessible
- Manage Google Local Posts for EMEA stores, ensuring content is accurate, timely, on-brand and aligned with key moments and campaigns
- Coordinate setup, delivery and tracking of clienteling-led sweepstakes and local activations with compliance oversight
- Coordinate day-to-day activity of the Store Content Creator and Social Clienteling network
- Collect, review and organise store-created content to ensure alignment with brand, CX and governance guidelines
- Own the weekly Social Clienteling Recap, highlighting best practice, top-performing content and key learnings
- Produce and share the weekly Clienteling Update for stores and field leadership covering priorities, new scripts, assets and best practices
- Run and maintain clienteling performance reporting, tracking KPIs including outreach, conversion, retention, virtual selling and influenced sales
- Prepare clear and accurate weekly, monthly and seasonal reporting for leadership, linking activity to commercial and CX outcomes
- Identify patterns, risks and opportunities in performance data and share insights with leadership
- Support clienteling campaigns and key moments by coordinating timelines, assets and uploads across tools
- Maintain the EMEA Clienteling & Key Moments Calendar aligned with global, regional and local initiatives
- Coordinate with CRM, Retail Marketing and Analytics teams to support campaign launches and post-campaign analysis
- Support maintenance and ongoing update of clienteling training content, scripts and best-practice examples
- Prepare presentations, briefs and summaries for seasonal launches, leadership updates and field meetings
- Provide operational support for Experience Experts meetings, workshops and CX forums
Qualifications
- Proven experience in customer experience operations, clienteling or similar retail enablement roles
- Demonstrated proficiency with CRM systems, clienteling platforms or similar omni-channel tools
- Strong project coordination and stakeholder management capabilities across multiple internal departments
- Advanced proficiency in Microsoft Office suite (Excel, PowerPoint, Word)
- Experience with data analysis and KPI reporting in a retail or customer-centric environment
- Ability to manage multiple priorities and timelines in a fast-paced, matrix environment
Skills
Experience
3–5 years of experience in customer experience operations, retail enablement, clienteling, or related functions in a multi-store or omni-channel environment. Prior experience supporting field teams, managing cross-functional communications, and working with CRM or retail technology platforms is highly valued.
Education
Secondary education (A-levels or equivalent); tertiary education in Business, Marketing, Communications or a related discipline is preferred.
Workplace
This position is based in London, England, UK.
Culture
Michael Kors fosters a creative, fast-paced environment where global-minded individuals passionate about fashion thrive. The company values innovation, collaboration across departments, and a customer-centric approach to all operations. Team members are empowered to contribute ideas and drive meaningful impact within a dynamic, growth-oriented culture.
About %s
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Michael Kors, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «CX Operations Coordinator», «Clienteling Operations Manager», «Customer Experience Operations Associate», «CX Enablement Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.