Director, Omni Client Development

Kate Spade New York is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity. This individual will be a strategic partner in helping Kate Spade leverage consumer insights and data-driven analysis to drive performance. This person will oversee and influence the global Kate Spade customer feedback platform and programs to measure customer experience KPIs/progress, empower employees to drive customer engagement and loyalty, support customer-centric business strategies, and drive actionable insights to continually improve the Omni-channel customer. Accountable for driving the roadmap on feature/function on the strategic roadmap and pushing the agenda for Kate Spade Proactively identify a consumer strategy that addresses the highest impact opportunities and complex challenges Champions a consumer first mindset, voice of the consumer Develop analyses to provide insights and fact-based points of view on key business and strategic priorities and initiatives Identify customer frictions and opportunities across channels; spark cross-functional action plans to solve issues and improve the Omni-channel customer experience and enabling capabilities Publish regular insights/reporting across the organization to measure and track progress against customer experience goals and to support key business initiatives and/or commercial periods; position the Customer Insights team as a key business partner across the organization Partner with the Retail Training and Operations teams to ensure strong training of store associates, effective follow up and closing the loop with detractors as well as delighted customers, and ongoing action plans to improve Net Promoter Scores Maximize use of the platform and/or access to customer feedback across channels (stores, digital, customer care) and functions and support the use of customer insights across the organization to meet and exceed customer needs and to continually improve the customer experience Partner across corporate and global business unit teams and with vendor to evolve surveys, launch new programs (e.g., non-purchaser survey), and enhance platform functionality and/or reporting capabilities to support evolving business priorities/needs Manage vendor relationship and platform budget Establish and maintain strong Tapestry Digital partnerships related to technology capabilities and needs Drive enhancements to existing in-store digital platforms and roll out changes to the network in close partnership with IT and Retail Operations Program management for clienteling; this person will be an instrumental partner for teams in defining measurements and impact Develop and rollout with Digital and IT new digital tools to enable Omni services and associate engagement with their customers across channels, e.g.