Tapestry Senior Manager, Customer Communications

Overview

Tapestry is a global house of accessible-luxury lifestyle brands that includes Coach, Kate Spade, and Stuart Weitzman. As a multinational fashion group, Tapestry blends craftsmanship and contemporary design with data-driven retail execution and a multi-brand approach under a centralized corporate structure.

Role & Responsibilities

• Define and execute an omnichannel customer communications strategy across email, SMS, push, in-app, and on-site messaging to drive retention, lifetime value, and brand affinity.
• Own the annual and quarterly communications calendar, coordinating lifecycle, promotional, product and reactivation campaigns with merchandising, digital, and brand teams.
• Design and manage segmentation, personalization and testing frameworks to optimize campaign relevance and conversion, including A/B and multivariate tests.
• Set and track campaign KPIs (deliverability, open/click rates, conversions, revenue per recipient) and translate analytics into tactical recommendations.
• Collaborate with creative teams and external agencies to produce on-brand copy, creative assets and templates while ensuring consistent brand voice across markets.
• Ensure compliance with global privacy and deliverability standards (GDPR, CAN-SPAM, CASL) and maintain governance for customer data usage.
• Partner with CRM/analytics and engineering teams to operationalize customer journeys, data feeds and integration with CRM platforms.
• Mentor and develop direct reports; manage vendor relationships and allocated communications budgets.

Qualifications

• Proven ability to lead omnichannel customer communications and CRM programs in retail, luxury or consumer-facing brands.
• Demonstrated experience with lifecycle marketing, segmentation, personalization and testing methodologies.
• Strong stakeholder management skills; experienced in working cross-functionally with merchandising, product, creative and analytics teams.
• Track record of translating data and analytics into actionable marketing strategies and measurable business outcomes.
• Excellent copywriting and creative briefing skills with a strong attention to brand tone and detail.
• Working knowledge of global privacy and email deliverability regulations and best practices.
• Proven ability to manage external agency partners and third-party vendors.

Skills

Experience

Approximately 7+ years of progressive experience in CRM, lifecycle marketing, or customer communications within retail or consumer brands, with at least 2–3 years in a senior or people-lead role. Demonstrated success improving retention and customer lifetime value through data-driven campaign programs.

Education

Bachelor's degree in Marketing, Communications, Business or a related field; advanced degree or MBA preferred.

Workplace

Culture

Tapestry fosters a creative, brand-led culture that balances design heritage with rigorous commercial execution. Employees collaborate across global, cross-functional teams to deliver elevated customer experiences while placing emphasis on inclusivity, professional development, and innovation in retail strategy.

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.