Customer Experience Supervisor

Tapestry; Wrentham, Northern (MA, KY); Hybrid; USD 22,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401 (K)

Paid Paternity and Maternity leave

Commuter Benefits

Disability insurance

Tuition assistance

Job summary

Kate Spade New York is seeking a Supervisor to lead a high-energy store team, drive sales, and elevate service standards on the shop floor. You will coach staff, manage daily operations, and ensure brand-wide compliance while delivering a premier customer experience.

The role requires 2+ years in luxury/premium retail leadership, strong communication, and proficiency with Excel/Office tools; flexibility to work varied shifts including weekends and holidays is essential.

Qualifications

• 2+ years of experience in a retail service environment in a management or floor leadership role.
• Proficiency with Microsoft Excel, Word, PowerPoint and Outlook.
• Strong written and verbal communication skills; multi-tasking and prioritisation abilities.
• Social media literacy and omni-channel/virtual selling experience.

Responsibilities

• Drive personal sales performance while leading the team to achieve targets and KPIs.
• Build client relationships through proactive outreach and exceptional service.
• Coach team on goals, performance, and development; recruit and onboard as needed.
• Perform opening/closing procedures, cash handling, and inventory management.
• Lead omni-channel and live-support initiatives to boost loyalty and sales.

Skills

Retail management

Team leadership

Customer service

MS Office

Social media

Omni-channel

English proficiency

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Job description

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.

The Supervisor supports store leadership by creating a customer‑first, high‑energy sales environment with exceptional floor supervision. This role drives store productivity and profitability through team building, coaching, goal setting, client development, and adherence to kate spade new york standards. Acting as a brand ambassador, the Supervisor sets the tone on the sales floor, leads by example, and consistently elevates service, selling behaviours, and operational excellence.

Sales & KPIs

• Drive personal sales performance while leading the team to achieve sales and KPI targets; analyze metrics and implement best practices to improve results and efficiency.

Client & Service Excellence

• Build client relationships through proactive outreach and kate spade service standards; ensure exceptional in‑store and after‑sales experiences; lead proactive outreach to drive repeat business and VIP retention. Model kate spade service behaviours (“host of the party”—meet, greet, create conversations), setting the scene for strong relationships and needs discovery.

Leadership & People Development

• Coach team on goals and performance; support recruitment, onboarding, and ongoing development. Support recruitment, onboarding, role modelling, and ongoing training. Provide feedback to store leadership on individual performance and development needs; act as an advocate for the team. Foster an inclusive, equitable, and diverse culture that empowers teams to thrive authentically.

Operational Excellence & Compliance

• Perform and supervise opening/closing procedures: cash handling, bank deposits, register operations, and securing the facility (key‑holding responsibilities). Accurately process POS transactions and inventory functions (transfers, receiving, shipments, repairs, damages) to maintain inventory integrity. Keep an organised stockroom; direct timely replenishment to ensure availability on the sales floor.

Omni‑Channel, Digital & Data

• Drive omni‑channel and virtual selling initiatives, including live‑stream shopping. Promote brand‑safe social media engagement and awareness of trends. Lead customer data capture to grow loyalty and repeat purchases.

Requirements

• Strong written and verbal communication skills; detail‑oriented, proactive, and able to multi‑task and prioritise effectively.
• 2+ years of experience in a retail service environment in a management or floor leadership role (luxury/premium or comparable retail preferred).
• A combination of education and experience will be considered.
• Ability to communicate effectively with customers and staff and confidently navigate the sales floor.
• Proficiency with Microsoft Excel, Word, PowerPoint and Outlook.
• Social media literacy and understanding of platform trends.
• Comfort with omni‑channel/virtual selling tools and clienteling systems.
• Strong English language proficiency. (for EU)
• Ability to lift at least 25 lbs. regularly (up to 50 lbs, occasionally), to climb, bend, kneel, and manoeuvre sales floor and stockroom.

Schedule

Ability to work a flexible schedule to meet business needs—including nights, weekends, peak busy season, and high‑traffic retail days (including, but not limited to, public holidays).

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 articulate 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‑recognised 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 [e-mail] Visit Tapestry, Inc.

Tapestry, Inc. Base Pay Range $16.00-$24.75

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

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 team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

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 personalised, 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.