Tapestry Customer Experience Manager
About Tapestry
Tapestry is a New York–based house of accessible luxury that houses globally recognised brands such as Coach, Kate Spade and Stuart Weitzman. The company combines heritage craftsmanship with omnichannel retailing and digital innovation, operating across wholesale, retail and direct-to-consumer platforms worldwide.
Tapestry seeks a Customer Experience Manager in New York to lead CX strategy, VoC programs and omnichannel initiatives for the Coach, Kate Spade and Stuart Weitzman portfolio.
Role & Responsibilities
- Define and operationalize the end-to-end customer experience strategy across digital and physical touchpoints to drive brand loyalty and lifetime value.
- Design and run Voice-of-Customer (VoC) programs — including surveys, NPS, and qualitative research — and translate insights into prioritized product and service improvements.
- Partner with CRM, retail operations, digital, merchandising and contact centre teams to implement omnichannel initiatives and ensure consistent brand experience.
- Develop CX KPIs and dashboards; monitor performance, produce regular reporting, and present recommendations to senior stakeholders.
- Lead CX projects from discovery through delivery, managing timelines, budgets and external vendors where applicable.
- Create and maintain customer journey maps, service blueprints and standard operating procedures to codify best practices.
- Coach and mentor cross-functional teams on CX principles and support training to raise service standards.
- Drive experimentation (A/B tests, pilots) to validate hypotheses and scale successful solutions across markets.
Qualifications
- Bachelor’s degree in Business, Marketing, Service Design, or related field; advanced degree preferred but not required.
- 5+ years of progressive experience in customer experience, customer insights, or CRM, with at least 2 years in a managerial or lead capacity.
- Proven track record delivering measurable improvements to customer satisfaction, retention or lifetime value.
- Experience working with cross-functional stakeholders in retail, e-commerce or luxury consumer goods environments.
- Strong analytical capability with demonstrable experience turning qualitative and quantitative data into actionable plans.
Skills
Experience
Minimum five years of experience in customer experience, insights, CRM or related roles, with demonstrable leadership of cross-functional initiatives and program delivery. Prior exposure to luxury or premium retail environments is strongly preferred.
Education
Bachelor’s degree in Business, Marketing, Service Design, or a related discipline; MBA or master’s degree preferred.
Workplace
This position is based in New York, New York, USA.
Culture
Tapestry cultivates a collaborative, design-led culture that balances commercial rigor with creativity. Employees are expected to be customer-obsessed, data-informed and comfortable working across functions in a fast-paced, global organisation that values inclusivity and professional development.
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.
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 Tapestry, 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 Program Manager», «Customer Experience Lead», «Client Experience Manager», «Omnichannel CX Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.