Tapestry Customer Service and Retail Operations Manager

About Tapestry

Tapestry is a New York–based house of modern luxury, uniting the distinctive worlds of Coach, Kate Spade, and Stuart Weitzman. As an employer, the group offers the scale and sophistication of a global fashion leader while preserving the creative spirit and heritage of its iconic brands. Tapestry cultivates an inclusive, purpose-driven culture where design, craftsmanship, digital innovation, and commercial excellence intersect. Its teams are encouraged to think boldly, grow continuously, and contribute to a more responsible future for fashion, making Tapestry a compelling environment for talent seeking impact, creativity, and international opportunity.

Role & Responsibilities

• Lead overall Customer Service and Customer Experience strategy across stores, digital platforms, and customer interaction channels
• Develop and execute a multi-year CX roadmap and CS Center transformation plan, evolving service from reactive support to proactive, insight-driven engagement
• Oversee outsourced CS Center operations, including KPI, SLA, quality assurance, escalation management, and performance improvement
• Translate customer feedback and service data into actionable business recommendations for retail and cross-functional teams
• Lead end-to-end retail operation process design, optimization, and standardization across all Korea stores
• Develop scalable playbooks, SOPs, guidelines, and operating frameworks to improve consistency, efficiency, and execution quality
• Drive operational simplification initiatives to reduce non-value-added tasks and enable store teams to focus on selling and customer engagement
• Own the roadmap for retail digital tools and operational platforms to ensure improved frontline productivity and data-driven decision-making
• Lead change management for new tools and processes through structured communication, training, and adoption tracking
• Lead store infrastructure, IT, operational equipment, packaging, maintenance, and store support services
• Ensure premium store conditions, safety, and operational consistency through effective maintenance planning and vendor coordination
• Lead operational readiness for new store openings, relocations, renovations, pop-ups, and closures
• Partner with Retail, Store Planning, IT, Visual Merchandising, Logistics, Finance, HR, and external vendors on seamless store execution
• Drive store audit programs and ensure consistent execution of operational standards, policies, and safety requirements
• Manage the vendor ecosystem supporting retail operations, CS operations, store maintenance, and procurement
• Lead vendor selection, contract management, performance evaluation, and cost control initiatives
• Serve as strategic bridge between Global/APAC teams and Korea retail operations, ensuring local market relevance
• Lead Korea coordination for APAC regional initiatives, Store Manager Conference, and incentive programs for top performers

Qualifications

• Proven strategic leadership experience in retail operations, customer service, or operations management within a multi-store, complex retail environment
• Demonstrated expertise in designing and executing operational transformation initiatives, process optimization, and continuous improvement programs
• Strong track record of leading and managing outsourced service operations with clear accountability for KPIs, SLAs, and quality standards
• Experience in customer experience strategy development, VOC (Voice of Customer) translation, and service design
• Proficiency in change management, stakeholder engagement, and cross-functional collaboration
• Background in retail store readiness, new market entry, or multi-location expansion
• Strong vendor management and procurement experience with ability to drive cost efficiency and service quality

Skills

Experience

Minimum 8–10 years of progressive leadership experience in retail operations, customer service operations, or store management within luxury fashion, selective retail, or hospitality sectors. Proven success managing regional or multi-country operations, leading operational transformation, and overseeing CS/contact center operations is essential. Direct experience with APAC markets or international retail operations is highly preferred.

Education

Bachelor's degree in Business Administration, Operations Management, Retail Management, or a related field. Advanced degree (MBA or equivalent professional certification in operations management) is preferred.

Workplace

Culture

Tapestry fosters a collaborative, inclusive workplace where creativity, craftsmanship, and consumer insight come together across its portfolio of iconic fashion and lifestyle brands. As an employer, it encourages entrepreneurial thinking, global perspective, and continuous growth, empowering teams to shape meaningful brand experiences while contributing to a culture of innovation and belonging.

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.