Tapestry Manager, Sales & Service Field Trainer

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

• Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and developing impactful training initiatives aligned with sales and service goals; monitor store KPIs and metrics, developing training and action plans based on identified opportunities, with consistent follow-up for accountability and growth
• Provide timely and thoughtful store and field feedback to both the North America Omnichannel Training & Customer Development and Global Customer Experience teams to inform the creation of new training initiatives as the retail landscape evolves
• Serve as the Coach Customer Experience expert within the market, ensuring consistent representation of the brand to established brand standards
• Champion and drive the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is being provided in stores within the designated market
• Regularly connect with regional field leadership including Regional Directors and Multi-Managers to understand evolving in-store experience, store-level opportunities, and implementation considerations
• Leverage the Coach Journey training platform and available learning & development resources to ensure effective implementation of foundational Coach training programs, including General/Store/Assistant Manager onboarding, The Coach Experience selling ceremony, foundational product knowledge training, and selling, service, and clienteling training
• Train and implement sales accountability programs including Sales Coach and SDA across the region
• Observe and train store management teams to develop their leadership skills in partnership with their Multi-Manager
• Support the day-to-day usage of the Client Compass in-store digital clienteling platform to animate and drive clienteling; serve as the regional power user by fielding store questions and training users
• Ensure effective use of available training tools, particularly Coach Journey, and sustain training impact through usage monitoring, training follow-up, regular store feedback, and field leadership partnership
• Partner with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos illustrating key selling skills and techniques
• Provide guidance for the planning and implementation of in-store client events and animations within the region
• Partner with field leadership to ensure effective follow-up and action planning of the Client Loop customer feedback tool in stores; maximize the program as a development tool to continually improve service levels and meet evolving customer expectations

Qualifications

• 5+ years of professional experience working in retail, training, or customer experience
• Ability to work with and motivate multiple levels within the Coach organization
• Demonstrated ability to effectively communicate important market-related issues to Field Leaders and the Director of NA Omnichannel Training & Customer Development, and partner on solutions
• Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities
• Effective written and verbal communication skills
• Exceptional attention to detail
• Strong interpersonal and presentation skills
• Strong teamwork abilities
• Demonstrated ability to think broadly, considering all perspectives on issues, and reaching logical conclusions that best serve the brand as a whole
• Proficiency in PowerPoint, Excel, Word, and Microsoft Office
• Ability to travel up to 75% of the time

Skills

Experience

5+ years of professional experience working in retail, training, or customer experience

Workplace

Benefits

Medical insurance, Dental insurance, Vision insurance, 401(K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance, Tuition assistance

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.