Customer Experience Supervisor

Supervisor – Store Leadership 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 KateSpadeNewYork standards. Responsibilities 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 KateSpade service standards; ensure exceptional in‑store and after‑sales experiences; lead proactive outreach to drive repeat business and VIP retention. Model KateSpade service behaviors (“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. 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 organized 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. Qualifications Strong written and verbal communication skills; detail‑oriented, proactive, and able to multi‑task and prioritize 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 25lbs. regularly (up to 50lbs, occasionally), to climb, bend, kneel, and maneuver 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). Competencies for Managers Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can 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; 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. 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 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. Equal Opportunity & Diversity Statement KateSpade is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions 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. Benefits Medical insurance Dental insurance Vision insurance 401(k) Paid paternity and maternity leave Commuter benefits Disability insurance Tuition assistance #J-18808-Ljbffr