Coach
Manager, Omni Channel Training – Coach
Join to apply for the Manager, Omni Channel Training role at Coach.
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.
Primary Purpose:
Support all service and selling training strategies and programs to help drive Coach North America’s overall business objectives.
Provide training scope across both retail and outlet channels within North America.
The successful individual will leverage…
Responsibilities:
Develop and lead training strategies and implementation plans for NA Retail and Outlet stores, adapting global strategies and content as needed and in close partnership with NA field leadership.
Partner with NA leadership to understand NA business strategies and drive and support sales and service goals with impactful training initiatives.
Leverage Coach’s online learning platform and other tools to ensure effective implementation of foundational Coach training programs, including:
Associate onboarding
The Coach Experience
Foundational product training
Selling, service, and clienteling training
Ensure effective use of training tools and sustained training impact through Coach Journey usage monitoring, training follow‑up, regular store feedback, field leadership partnership, etc.
Support ongoing development, optimization, and maintenance of Coach online learning platform—partnering with vendor, IT, HR, and Global Training team.
Drive a differentiated customer experience in stores by understanding customer shopping needs, competitive best practices, and the luxury service environment.
Collaborate with broader training team to ensure a seamlessly integrated product and service training approach.
Leverage field feedback as well as customer feedback and other programs to assess effectiveness of training programs and identify ongoing training needs and opportunities.
Collaborate with Global Training Team and BU Training partners to develop global training strategies and content roadmap.
Regularly participate in store visits with MMs to understand evolving in‑store experience, store level opportunities, implementation considerations, etc.
Champion and drive the implementation of The Coach Experience selling ceremony in stores.
Partner with field leadership to develop effective networks/mechanisms for training implementation, e.g., store/regional/MM train‑the‑trainer initiatives.
Qualifications:
3+ years of experience in retail or hospitality training and development; an equivalent combination of education and experience will be considered.
Strong competency in creating engaging training content and learning tools, including digital/e‑learning content.
Strong written and verbal communication and presentation skills.
Ability to develop and implement creative approaches to training programs that drive tangible results.
Ability to implement strategies, measure impact, and make necessary adjustments to achieve objectives.
Ability to analyze customer‑related data and draw conclusions leading to improvement recommendations.
Ability to build effective cross‑functional partnerships.
Strong organizational skills and ability to multi‑task projects in a dynamic, fast‑paced environment with shifting priorities.
Luxury brand experience is a plus.
Our Competencies for All Employees
Courage : Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value‑added in brainstorming settings.
Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets first‑hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom‑line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high‑tension situations comfortably.
Learning on the Fly : Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulate credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Work Setup Hybrid
Base Pay Range
$95,000.00 – $100,000.00 annually
Benefits include Medical insurance, Dental insurance, Vision insurance, 401(k), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance, and Tuition assistance. Please click here for a complete list of U.S. Corporate Compensation & Benefits.
Visit Coach at
www.coach.com .
Coach is an equal‑opportunity and affirmative‑action employer.
All employment decisions are based on qualifications, without regard to protected status.
Americans With Disabilities Act (ADA) Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or employeerelations@tapestry.com.
#J-18808-Ljbffr
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.
Primary Purpose:
Support all service and selling training strategies and programs to help drive Coach North America’s overall business objectives.
Provide training scope across both retail and outlet channels within North America.
The successful individual will leverage…
Responsibilities:
Develop and lead training strategies and implementation plans for NA Retail and Outlet stores, adapting global strategies and content as needed and in close partnership with NA field leadership.
Partner with NA leadership to understand NA business strategies and drive and support sales and service goals with impactful training initiatives.
Leverage Coach’s online learning platform and other tools to ensure effective implementation of foundational Coach training programs, including:
Associate onboarding
The Coach Experience
Foundational product training
Selling, service, and clienteling training
Ensure effective use of training tools and sustained training impact through Coach Journey usage monitoring, training follow‑up, regular store feedback, field leadership partnership, etc.
Support ongoing development, optimization, and maintenance of Coach online learning platform—partnering with vendor, IT, HR, and Global Training team.
Drive a differentiated customer experience in stores by understanding customer shopping needs, competitive best practices, and the luxury service environment.
Collaborate with broader training team to ensure a seamlessly integrated product and service training approach.
Leverage field feedback as well as customer feedback and other programs to assess effectiveness of training programs and identify ongoing training needs and opportunities.
Collaborate with Global Training Team and BU Training partners to develop global training strategies and content roadmap.
Regularly participate in store visits with MMs to understand evolving in‑store experience, store level opportunities, implementation considerations, etc.
Champion and drive the implementation of The Coach Experience selling ceremony in stores.
Partner with field leadership to develop effective networks/mechanisms for training implementation, e.g., store/regional/MM train‑the‑trainer initiatives.
Qualifications:
3+ years of experience in retail or hospitality training and development; an equivalent combination of education and experience will be considered.
Strong competency in creating engaging training content and learning tools, including digital/e‑learning content.
Strong written and verbal communication and presentation skills.
Ability to develop and implement creative approaches to training programs that drive tangible results.
Ability to implement strategies, measure impact, and make necessary adjustments to achieve objectives.
Ability to analyze customer‑related data and draw conclusions leading to improvement recommendations.
Ability to build effective cross‑functional partnerships.
Strong organizational skills and ability to multi‑task projects in a dynamic, fast‑paced environment with shifting priorities.
Luxury brand experience is a plus.
Our Competencies for All Employees
Courage : Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value‑added in brainstorming settings.
Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets first‑hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom‑line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high‑tension situations comfortably.
Learning on the Fly : Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulate credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Work Setup Hybrid
Base Pay Range
$95,000.00 – $100,000.00 annually
Benefits include Medical insurance, Dental insurance, Vision insurance, 401(k), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance, and Tuition assistance. Please click here for a complete list of U.S. Corporate Compensation & Benefits.
Visit Coach at
www.coach.com .
Coach is an equal‑opportunity and affirmative‑action employer.
All employment decisions are based on qualifications, without regard to protected status.
Americans With Disabilities Act (ADA) Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or employeerelations@tapestry.com.
#J-18808-Ljbffr