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About the Role

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.

Responsibilities

• Develop and manage the omni-channel retention and loyalty communication strategy, aligned with brand and commercial goals.
• Define and segment customer audiences for targeted messaging.
• Set retention KPIs, such as repeat purchase rate, active customer rate, and lifetime value.
• Plan and execute Clienteling & CRM communications across email, SMS, direct mail, and in-store touchpoints.
• Partner with digital, retail, and brand teams to ensure a consistent and personalized customer experience.
• Manage loyalty program communications, including member acquisition messaging, engagement triggers, and reward redemption updates.
• Analyze customer behavior, purchase patterns, and churn trends to refine communication tactics.
• Use CRM tools to track performance and ROI of retention communications.
• Partner with analytics teams to generate actionable insights for personalization.
• Work closely with e-commerce, retail, and marketing communications teams to synchronize promotional calendars and customer touchpoints.
• Coordinate with IT or external vendors for CRM platform enhancements.
• Train store teams to leverage CRM tools for clienteling and loyalty engagement.

Requirements

• Bachelor’s degree in Marketing, Business, Data Analytics, or related field.
• 7+ years’ experience in CRM, loyalty, or retention marketing communications (fashion retail experience strongly preferred).
• Proven track record of driving repeat sales and customer engagement through omni-channel communications.
• Proficiency in CRM platforms (Salesforce Marketing Cloud, Adobe Campaign, or equivalent).
• Experience with customer segmentation, A/B testing, and communication performance analytics.
• Strong Excel and data visualization skills; SQL knowledge is a plus.
• Strong strategic thinking and analytical mindset.
• Excellent project management and organizational skills.
• Strong communication and collaboration skills, with ability to work cross-functionally.
• Customer-focused, detail-oriented, and results-driven.

Skills

• CRM platforms (Salesforce Marketing Cloud, Adobe Campaign, or equivalent)
• Customer segmentation
• A/B testing
• Communication performance analytics
• Excel
• Data visualization
• SQL
• Strategic thinking
• Analytical mindset
• Project management
• Organizational skills
• Communication skills
• Collaboration skills

Experience Level

• 7+ years

Education Level

• Bachelor’s degree in Marketing, Business, Data Analytics, or related field

About the Company

• Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.
• A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.
• Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.
• Tapestry is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people.
• All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under the consideration.
• These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.
• Visit Tapestry, Inc. Our growth is creating great opportunities!
• Our team is expanding, and we want to hire the most talented people we can.
• Continued success depends on it!
• So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!
• Thanks for your interest in working on our team!!
• Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
• Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful.
• They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.
• At Tapestry, we bring together the iconic brands of Coach and Kate Spade New York—uniting bold ideas, diverse voices, and boundless creativity to stretch what’s possible.
• Driven by dreamers and makers, we turn passion into progress.
• By embracing differences and pushing boundaries, we create with purpose, uplift one another, and shape a more inclusive, sustainable future—together.
• Our Brands Spark Personal and Emotional Connections
• Our brands go beyond products—they inspire confidence, encourage self-expression, and build lasting emotional connections with consumers.
• Through constant innovation and deep customer insight, we anticipate where shoppers are headed and adapt to meet them with personalized, seamless experiences.
• Our digitally powered, unified shopping journey allows our brands to become part of people’s lives—meeting them when, where, and how they choose to shop.

Equal Opportunity

• Tapestry is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people.
• All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under the consideration.
• These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.