Associate Manager, Coach Services

About this 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.   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.

Primary Purpose: The Assistant Manager, Coach Services is responsible for evolving and scaling Coach's customization programs by identifying new opportunities for personalization, community engagement, and customer connection. This role combines creativity, operational leadership, and cross-functional collaboration to develop innovative services, support store teams, and deliver best-in-class customization experiences across the global retail network.

The successful individual will leverage their proficiency to... • Lead seasonal trend analysis and concept development to identify innovative customization, co-creation, and personalization opportunities that deepen customer acquisition, engagement, and brand community. • Partner closely with Design teams to ideate, develop, test, and launch new customization concepts, tools, materials, and monogram offerings that support seasonal storytelling and uphold brand standards. • Collaborate cross-functionally with Retail Training & Development, Store Design, Technical Design, and field leadership teams to create implementation strategies, training programs, and operational frameworks for successful global execution. • Deliver engaging field training and ongoing coaching to equip store teams with the knowledge and confidence to execute customization and monogramming services consistently and at scale. • Evaluate emerging concepts, tools, and materials through pilot testing and operational assessments to ensure scalability, efficiency, and store readiness prior to launch. • Cultivate a connected and engaged store community by facilitating community calls, sharing best practices, and gathering feedback to continuously enhance program performance. • Manage vendor partnerships and end-to-end operational processes supporting customization services, including monogram stamp development, procurement, inventory planning, and quality control. • Develop and maintain comprehensive training resources, service guidelines, and operational standards that drive consistency, executional excellence, and exceptional customer experiences across global retail and outlet doors.

The accomplished individual will possess... • Demonstrated project management expertise, with the ability to prioritize, execute, and deliver multiple initiatives simultaneously in a fast-paced environment. • Proven experience collaborating across functions, including Design, Retail Operations, Training, Product Development, and external vendor partners, to drive business objectives. • Exceptional communication, presentation, and facilitation skills, with the ability to engage diverse audiences and influence stakeholders at all levels. • Proficient analytical and problem-solving capabilities, leveraging insights and feedback to identify opportunities and drive continuous improvement. • Excellent organizational skills and meticulous attention to detail, with a focus on delivering high-quality results. • Experience supporting retail operations, customer experience initiatives, or service-based programs within a dynamic business environment. • Proficiency in Microsoft Office applications, including PowerPoint and Excel, with the ability to create impactful presentations and analyze business data effectively. • Flexibility and willingness to travel as needed to support store teams, training initiatives, and program implementation efforts.

An outstanding professional will have... • 2+ years' experience; combination of experience and education will be considered • Passion for craftsmanship, personalization, customer experience, and creating meaningful brand connections. • Creative and forward-thinking mindset, with the ability to identify emerging trends and translate ideas into scalable programs and business opportunities. • Strong relationship-building and collaboration skills, with a track record of fostering productive partnerships across diverse teams. • Self-starter who thrives in ambiguous environments, balances multiple priorities, and drives initiatives forward with minimal oversight. • Agile, adaptable, and solution-oriented, with a proactive approach to overcoming challenges and navigating change. • Demonstrated ability to influence stakeholders, build alignment, and drive results across cross-functional teams and organizational levels

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 ups

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