Tapestry Manager, CX

Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always been colorful, bold, and optimistic. Today, it is a global lifestyle brand that designs extraordinary things for the everyday, delivering seasonal collections of handbags, ready-to-wear, jewelry, footwear, home décor, and more. Known for its rich heritage and unique brand DNA, Kate Spade New York offers a distinctive point of view and celebrates communities of women around the globe who live their perfectly imperfect lifestyles.

Kate Spade New York 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.

Position Summary
The Global CX team at Kate Spade acts as the voice of the customer to identify opportunities, remove friction and push innovation to drive a best-in-class customer experience across all touchpoints. The Manager, Customer Experience will own the strategic interpretation and analysis of all post purchase customer signals to inform our global customer experience strategy and support the Director in project management of omni experience initiatives.
This role is ideal for someone with strong analytical rigor and proven experience transforming data from multiple sources-including surveys, transactional behavior, and third-party partners-into insights that guide business decisions. The Manager will serve as the subject matter expert on post-purchase performance, elevating how we understand customer sentiment, operational friction, and loyalty drivers across the customer journey. This individual must be highly collaborative and have the ability to build relationships across a variety of functions and hierarchy levels. They must also be highly organized, with the ability to effectively juggle multiple projects at one time.
Key Responsibilities
Post-Purchase Measurement

• Own the end-to-end measurement framework for post-purchase performance, including NPS, OSAT, ASAT, brand experience scores, and product satisfaction.

• Develop and maintain executive-level dashboards and KPIs that communicate performance and trends. Generate monthly, quarterly and ad hoc data reports for internal business reviews.

• Translate data into narrative insights and recommendations.

Survey & Voice-of-Customer Insights

• Oversee the design, deployment, and continuous optimization of post-purchase surveys.
• Conduct deep-dive analyses of quantitative and qualitative survey data to identify sentiment shifts, emerging themes, and root causes.
• Implement advanced methodologies/tools (segmentation, text analytics, sentiment analysis, AI) to uncover customer drivers and improve data collection.
• Own the relationship with external VoC data platforms (reviews, social listening).
• Lead testing and validation of new survey tools, VOC technologies, and analytical approaches.

Strategic Recommendations

• Partner cross-functionally with Store Teams, Ecommerce, Operations, Marketing, and Merchandising to influence decisions, drive improvements and aid in implementation when needed.
• Build insight-driven presentations, connecting findings to broader business strategy.
• Provide directional recommendations grounded in data, customer sentiment, and industry benchmarks.

Continuous Improvement & Innovation

• Identify opportunities within our current customer experience and propose solutions.
• Support implementation of strategic initiatives by project managing to implementation. Track progress, identifying and escalating risks as needed to overcome roadblocks.
• Drive execution of brand projects both as a project manager and strong individual contributor, through collaboration with cross-functional and external partners.
• Support Director in producing meeting presentation materials, meeting invites, agendas & meeting recaps.

Compensation : $85k-$100k

#LI-SG2; #LI-HYBRID

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 articulately paint 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.

Kate Spade. 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.

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 [email protected]

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Base Pay Range
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Here are some of the benefits that we offer: 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.