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Senior Director, Customer Experience

Kate Spade

New York, New York
posted July 20, 2020

The successful individual will leverage their proficiency in customer experience and learning & development to...

  • Drive a holistic training strategy to create a globally consistent customer experience across retail, customer service and wholesale, including clienteling / outreach.
  • Develop and implement training content that amplifies both product and the customer experience and brings the brand to life across all channels.
  • Regularly assess needs and themes of the retail organization.
  • Design progressive universal learning tools that can be applied to new and existing markets.
  • Leverage existing programs and tools.
  • Own the Guest Journey program and ensure continuous program development and implementation.
  • Lead training plan and execution in North America
  • Influence the training plan implementation with our directly owned markets and partner businesses around the globe
  • Owns defining and driving key KPI’s that support omnichannel selling
  • Sets agenda on rollout for client tools in partnership with store and IT teams
  • Responsible for partnering with brand and digital leadership teams in defining in store customer journeys
  • Partner with store and HR teams to drive associate engagement and incentive programs
  • Stay up to date in key market trends and technologies that are used in support of engaging consumers and associates to support seamless shopping and discovery interactions.

The accomplished individual will possess...

  • At least 15 years of relevant experience.
  • Strong expertise in the development, team building, and training of retail organizations.
  • A deep understanding of the industry and the ability to grasp cultural and commercial nuances.
  • The ability to leverage technology to improve effectiveness and scalability of training programs.
  • A track record of developing and implementing a consistent, scalable global strategy for the function and building capabilities to support business objectives and growth.
  • The ability to interact with and effectively influence multiple cross-functional partners and employees at all levels of Field and Corporate Management in a complex, matrixed environment.
  • Strong initiative, sense of urgency and follow-through.
  • Demonstrated problem solving skills.
  • Excellent communication and presentation skills.
  • Flexibility and adaptability.
  • Exceptional organizational skills.
  • Retail math fluency.
  • Experience in leading and developing a team.
  • College degree or equivalent required.