Director, Customer Experience & Learning and Development

TN United Kingdom; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Director of Customer Experience & Learning and Development to drive engagement and training across Europe. This pivotal role involves crafting customer experience strategies, leading a dedicated team, and enhancing retail training programs. The ideal candidate will possess exceptional leadership skills and a deep understanding of customer behaviors in a dynamic fashion retail environment. With a commitment to innovation and inclusivity, this opportunity offers a hybrid work model, generous benefits, and a chance to make a significant impact on the customer journey.

Benefits

Hybrid working model (3 days office, 2 days remote)

Early finish on Fridays (Flex Fridays)

Paid volunteering day annually

Internal mobility and career progression

Social events and cultural activities

25 days holiday plus bank holidays

Annual performance bonus

Multi-brand discount up to 50%

Private healthcare (Bupa)

Employee Assistance Program

Qualifications

• Experience in fashion retail within a global, multi-brand environment.
• Proven experience in creating and implementing retail training programs.

Responsibilities

• Establish CEX strategies aligned with global and European fiscal goals.
• Manage the CEX team and coordinate with support functions.
• Develop training programs connecting business acumen with behavioral skills.

Skills

Leadership

Customer Experience

Training Program Development

Analytical Skills

Communication Skills

Digital Retail Experience

Flexibility to Travel

Education

Degree in Business or Related Field

Tools

Medallia

Tulip

Google Reviews

Job description

Job Description

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach, Kate Spade New York, Stuart Weitzman – was built by unconventional entrepreneurs and unexpected solutions. We believe in dreams and making them happen. We’re committed to becoming our best, valuing your voice, supporting your ambitions, and recognizing your work.

We are a global house of brands with unwavering optimism, committed to innovation and inclusivity. Visit our page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Primary Purpose

The Director of Customer Experience & Learning and Development is responsible for defining and influencing commercial and engagement opportunities through customer experience, training, and people development for Tapestry’s Retail and Outlet stores in Europe. Reporting to the Vice President of DTC, the Director will demonstrate strong commercial value and align global customer experience initiatives to local market needs. Responsibilities include implementing brand-specific guest journey initiatives, enhancing virtual and omni selling activities, leading training for clienteling, acquisition, retention, social commerce programs, and developing consumer insights.

Key Responsibilities

Customer Experience

• Establish CEX strategies aligned with global and European fiscal goals, adapting to local market KPIs
• Manage the CEX team, including five direct reports, and coordinate with support functions and departments such as Wholesale Customer Experience
• Forecast and maintain the department budget in line with Retail and European AOP, collaborating with Finance
• Oversee global CEX systems like Medallia and Tulip, participate in global taskforces, and connect insights to business strategies
• Champion brand-specific guest hosting models, including onboarding, selling, styling, personalization, and training
• Coordinate cross-functional projects with teams like Ecommerce, Retail, Marketing, VM, and Operations
• Organize the Annual Store Manager Conference, including budgeting and logistics
• Partner with Ecommerce, Retail, and Warehouse teams to improve shopping and service experiences
• Ensure customer-facing policies and guidelines are managed effectively

Learning & Development

• Collaborate with retail stakeholders to analyze training needs and develop learning opportunities
• Create an annual training roadmap and measure ROI of initiatives
• Oversee Europe-wide training programs supporting succession planning and leadership development
• Develop training programs connecting business acumen with behavioral skills, aligned with global strategies
• Manage external vendor partnerships for training tools
• Oversee the Tapestry Ambassador Programme, connecting culture, engagement, and commerce
• Support talent development across markets with targeted training and performance feedback

Consumer Insights

• Develop the consumer insights function for meaningful reporting and analysis
• Create strategies to drive sales growth based on insights and market needs
• Streamline feedback tools like Medallia, Google reviews, and Trust Pilot
• Educate teams on data capture and customer engagement benefits
• Foster a customer-centric culture through testing and benchmarking service propositions

Candidate Profile

• Exceptional leadership with strategic and action-oriented mindset
• Experience in fashion retail within a global, multi-brand environment
• Deep understanding of customer behaviors and needs anticipation
• Proven experience in creating and implementing retail training programs
• Knowledge of systems like Medallia and Tulip
• Strong analytical skills and data interpretation capabilities
• Inspirational leader who encourages autonomy and growth
• Excellent communication and relationship-building skills
• Innovative mindset with passion for digital retail experiences
• Ability to present complex concepts clearly
• High emotional intelligence and teamwork skills
• Entrepreneurial spirit and ambition
• European market knowledge and language skills are advantageous
• Flexibility to travel across Europe

What We Offer

• Hybrid working model (3 days office, 2 days remote)
• Early finish on Fridays (Flex Fridays)
• Paid volunteering day annually and global volunteering opportunities
• Internal mobility and career progression
• Social events and cultural activities
• Initiatives supporting diversity and inclusion

Additional Benefits

• 25 days holiday plus bank holidays
• Annual performance bonus
• Multi-brand discount up to 50%
• Private healthcare (Bupa)
• Wellness and financial support programs
• Support for family building and menopause (Maven)
• Employee Assistance Program
• Interest-free season ticket loan
• Cycle to work scheme

Our Core Competencies

For All Employees: Courage, Creativity, Customer Focus, Dealing with Ambiguity, Drive for Results, Interpersonal Savvy, Learning on the Fly.

For Managers: Strategic Agility, Developing Others, Building Effective Teams.

Equal Opportunity Statement

Tapestry, Inc. is an equal opportunity employer, committed to diversity and inclusion. Employment decisions are made based on qualifications and without regard to legally protected characteristics.