Manager, Field Customer Experience

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist in executing the North America Omnichannel Training & Customer Development strategy by designing, communicating, and delivering training across both sales and service channels, including clienteling and onboarding initiatives.

• Aid in evaluating the success and adoption of newly acquired skills throughout the fleet.

• Support the North America Omnichannel Training & Customer Development team by understanding North America business strategies and aligning sales and service objectives with impactful training initiatives; track store KPIs/metrics and create training/action plans based on identified opportunities.

• Provide timely and constructive feedback from stores and field operations to both the North America Omnichannel Training & Customer Development team and the Global Customer Experience team to aid in the development of new training initiatives as the retail landscape changes.

• Act as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented according to brand standards.

• Advocate for and facilitate the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is maintained in their market.

• Regularly engage with regional field leadership (Regional Directors, Multi-Managers) to gain insights on the evolving in-store experience, store-level opportunities, and implementation considerations.

• Utilize our training platform, Coach Journey, and other available learning and development resources to ensure successful implementation of foundational Coach training programs and initiatives, which include: General/Store/Assistant Manager onboarding within the region, The Coach Experience selling ceremony, foundational product knowledge training, as well as selling, service, and clienteling training, and training for our sales accountability programs (Sales Coach and SDA).

• Observe and train the store management team to enhance their leadership skills in collaboration with their Multi-Manager.

• Facilitate the day-to-day usage of the in-store digital clienteling platform, Client Compass, to promote and enhance in-store clienteling; serve as the regional power user by addressing store inquiries and training users.

• Ensure effective utilization of available training tools, particularly Coach Journey, and maintain training impact through monitoring Coach Journey usage, conducting training follow-ups, collecting regular store feedback, and partnering with field leadership.

• Collaborate with the North America Omnichannel Training & Customer Development team to produce engaging quick videos that demonstrate key selling skills and techniques.

• Provide guidance in planning and executing in-store client events and activities within the region.

• Work with field leadership to ensure effective follow-up and action planning based on the customer feedback tool, Client Loop, in stores; maximizing the program as a development tool to continuously enhance service levels and meet changing customer expectations.

⛳️ Requirements

• A minimum of 5 years of professional experience in retail, training, or customer experience.

• Capability to work with and inspire various levels within the Coach organization.

• Must exhibit the ability to communicate significant market-related issues to Field Leaders and the Director of NA Omnichannel Training & Customer Development, while collaborating on solutions.

• Strong organizational skills with the ability to manage multiple projects in a dynamic, fast-paced environment with changing priorities.

• Proficient in effective written and verbal communication.

• Exceptional attention to detail.

• Good communication skills.

• Strong interpersonal and presentation skills.

• Proven ability to work well in a team environment.

• Demonstrated capacity to think broadly, consider various perspectives on issues, and reach logical conclusions that best serve the overall brand.

• Proficient in PowerPoint, Excel, Word, and Microsoft Office.

• Willingness to travel up to 75% of the time.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401 (K).

• Paid Paternity and Maternity leave.

• Commuter Benefits.

• Disability insurance.

• Tuition assistance.