Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Support the implementation of the North America Omnichannel Training & Customer Development strategy by building, communicating, and implementing trainings across sales, service, clienteling, and onboarding initiatives. This role will help measure success and adoption of new skills throughout the fleet and will report into the Director, North America Omnichannel Training & Customer Development with a dotted line to the respective Regional Director.

Responsibilities

Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and supporting sales and service goals with impactful training initiatives.
Monitor store KPIs/metrics and develop training/action plans based on identified opportunities.
Consistently follow up with teams for accountability and to ensure growth in designated metrics.
Provide timely and thoughtful store and field feedback to both North America Omnichannel Training & Customer Development and Global Customer Experience team to help create new training initiatives as the retail landscape evolves.
Serve as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to 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.
Regularly connect with regional field leadership to understand evolving in-store experience, store-level opportunities, and implementation considerations.
Leverage the training platform, Coach Journey, and other available learning & development resources to ensure effective implementation of foundational Coach training programs and initiatives.
Oversee onboarding within the region, including General/Store/Assistant Manager onboarding.
Facilitate The Coach Experience selling ceremony and foundational product knowledge training.
Conduct selling, service, and clienteling training.
Implement sales accountability programs (Sales Coach and SDA).
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 in-store digital clienteling platform, Client Compass, to help animate and drive in-store clienteling.
Act as the regional power user for Client Compass by fielding store questions and training users.
Ensure effective use of available training tools, particularly Coach Journey, and sustained training impact through monitoring, follow-up, feedback, and field leadership partnership.
Partner with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate 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 customer feedback tool, Client Loop, in stores.
Maximize the Client Loop program as a development tool to continually improve service levels and meet evolving customer expectations.

Requirements

5+ years professional experience working in retail, training, or customer experience.
Ability to work with and motivate multiple levels within the Coach organization.
Must demonstrate the ability to effectively communicate important issues related to market to Field Leaders and Director, 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.
Exceptional attention to detail.
Good communication skills.
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

Training
Customer Experience
Sales
Service
Clienteling
Onboarding
KPI Monitoring
Action Planning
Brand Standards
Selling Ceremony Implementation
Leadership Development
Digital Clienteling Platform Usage
Training Platform Usage (Coach Journey)
Video Creation
Event Planning
Customer Feedback Analysis
PowerPoint
Excel
Word
Microsoft Office

Location

North America

Work Type

Full-time

Experience Level

5+ years

Salary/Compensations

Base Pay Range -0

Benefits

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

About the Company

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.
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.
Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship.
Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach.
All over the world, the Coach name is synonymous with effortless New York style.
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 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

Coach 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 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.
Our Competencies for All Employees: Courage, Creativity, Customer Focus, Dealing with Ambiguity, Drive for Results, Interpersonal Savvy, Learning on the Fly.
Our Competencies for All People Managers: Strategic Agility, Developing Direct Reports and Others, Building Effective Teams.