CS & Retail Operation Management & Development Manager

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.
 
Coach 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.

Key Responsibilities

Customer Service & Customer Experience Leadership

• Lead the overall Customer Service and Customer Experience strategy across stores, digital platforms, and customer interaction channels
• Develop and execute a multi-year CX roadmap and CS Center transformation plan, evolving service from reactive support to proactive, insight-driven customer engagement
• Oversee outsourced CS Center operations, including KPI, SLA, quality assurance, escalation management, service standards, and performance improvement
• Champion VOC as a strategic asset by translating customer feedback, complaints, and service data into actionable business recommendations for retail and cross-functional teams

Retail Operation Development & Process Innovation

• Lead end-to-end retail operation process design, optimization, and standardization across all Korea stores
• Develop scalable playbooks, SOPs, guidelines, and operating frameworks that improve consistency, efficiency, and execution quality
• Drive operational simplification and elimination initiatives to reduce non-value-added tasks and enable store teams to focus on selling and customer engagement
• Own the roadmap for retail digital tools and operational platforms, ensuring improved frontline productivity, visibility, and data-driven decision-making
• Lead change management for new tools and processes through structured communication, training, stakeholder engagement, and adoption tracking

Strategic Operations, Infrastructure & Store Environment

• Lead store infrastructure, IT, operational equipment, packaging, maintenance, and store support services to enhance long-term operational scalability
• Ensure premium store conditions, safety, and operational consistency through effective maintenance planning, issue resolution, and vendor coordination
• Drive continuous improvement initiatives to simplify operations, increase store productivity, and enable consistent execution across all locations

Store Expansion, Readiness & Lifecycle Management

• Lead operational readiness for new store openings, relocations, renovations, pop-ups, and closures
• Partner with Retail, Store Planning, IT, VM, Logistics, Finance, HR, and external vendors to ensure seamless store setup and execution
• Manage opening and closing checklists, readiness timelines, issue tracking, and post-opening stabilization to support business performance

Governance, Audit & Compliance

• Drive store audit programs and ensure consistent execution of operational standards, policies, SOPs, and safety requirements
• Identify operational risks and implement proactive measures to strengthen compliance, control, and accountability
• Provide regular reporting and insights to leadership on audit results, recurring issues, risks, and improvement actions

Vendor, Procurement & Supply Chain Leadership

• Manage the vendor ecosystem supporting retail operations, CS operations, store maintenance, packaging, procurement, and store support services
• Lead vendor selection, contract management, performance evaluation, cost control, and service quality improvement
• Ensure stable, scalable, and cost-effective supply chain operations for store materials, packaging, equipment, and operational supplies

Global/APAC Partnership & Regional Initiatives

• Serve as the strategic bridge between Global/APAC teams and Korea retail operations, ensuring local market relevance and flawless execution
• Lead Korea coordination for APAC regional initiatives, Store Manager Conference, and overseas incentive trips for top performers
• Oversee cross-country coordination, travel planning, stakeholder communication, vendor support, and project execution for leadership programs

Core Competencies

• Strategic Thinking & Business Acumen
• Customer-Centric Mindset
• Retail Operational Excellence & Governance
• Process Innovation & Continuous Improvement
• Project Management & Execution Discipline
• Change Leadership & Stakeholder Influence
• Field Leadership & Communication
• Analytical Thinking & Problem Solving
• Vendor, Budget & Contract Management
• Cross-functional Collaboration with Global/APAC Teams

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.    

Tapestry 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 the 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.

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