Senior Regional Brand Ambassador

Primary Purpose: The Senior Regional Brand Ambassador (SRBA) represents Tapestry and its brands (Coach & Kate Spade) and is responsible for overseeing the Regional Brand Ambassadors (RBA), Brand Ambassadors (BA), Brand Specialists (BS) and Department store network across all product lines within their region.
The SRBA will report directly to the Europe Customer Experience Manager (CEX) and will provide high level feedback, be solution focused and lead by example. It is their role to ensure Tapestry values, business priorities are communicated to the wider region and managed effectively to ensure Tapestry customers have a seamless experience, however and whenever they choose to shop. The SRBA will drive sales initiatives, share best practice, motivate, and educate their peers and wider fleet. They will work closely with the CEX Manager to empower strong cross functional relationships, have clear communication channels and will inspire the teams and act as a liaison between Tapestry teams, store teams, head office channels.
The SRBA will ensure the RBA, BA & BS are effectively communicating with key Department Store contacts, such as Management, Personal Shopping, In Store Marketing and wider floor teams. It is their responsibility to drive Customer Experience, Omni channel approaches and seek new initiatives for further brand development.
Duties and Responsibilities:
Customer Service
With the support of the CEX Manager, they will be responsible for launching Coach Journey within Region and ensuring region is providing seamless customer experience and up to date on all application training. Managing and sharing best practice for clientelling/ event hosting. They will be required to support with co-hosting in-store events ad hoc. They will be expected to communicate ROI through hotsheets on the loops/communication Channels. With the support of the CEX, must effectively utilise Coach Journey application training aswell as further brand training on the loop. Providing storytelling tools to engage and apply a new type of service to customers. Build strong relationships with local Retail brand stores to understand customer demographic, profiling, and future brand opportunities. They should also attend local brand events to gain a better understanding of key business priorities. Operations
Ensure Brand Ambassadors and Brand Specialists are managing day to day deliveries and replenishment. To ensure back of house areas are clean, tidy, and well maintained. To ensure trade reports are completed in a timely manner and product call outs are shared with CEX Manager/ Sales Team effectively and efficiently. Co-ordinating with CEX Manager to schedule and ensure maintenance of adequate floor coverage. They will manage temp budgets during RBA/ BA holiday and peak trade periods. To ensure rotas are completed for RBA/ BA in advance. Managing and tracking holiday and sickness. Manage and track budgets effectively such as T&E, temps & packaging. Processing and managing payment of invoices through BuyingHub. Manage appearance, cleanliness of SIS locations and escalate operational needs to CEX Manager. Lead on any new SIS openings or updates within existing locations within the region. Sales
Track and analyze regional targets to ensure they are met and exceeded, where relevant compiling and presenting action plans, presenting at Monthly Sell Thru meetings and ad hoc requirements. They will track regional trade regularly to ensure it is in line with expectations. Responsible to regularly visit regional department stores and meet with in-store management to discuss trade performance, Customer Experience opportunities, deliver brand training and provide the stores with the necessary brand training and information. The SRBA will need to be able to manage store priorities, be reactive aswell as manage their time effectively with an associated travel schedule. Responsible for tracking trade and be proactive to ensure any underperforming stores have action plans. This could include incentives, additional training, performance management of RBA, BA or BS. Monitoring in store activity and presenting ideas to CEX Manager to identify new opportunities in-store or within local events for all responsible locations. This could include Monogramme Machine, GWP activations or omni channel customer events. Build and cultivate strong relationships with RBA, BA, BS and Department Store management to drive brand awareness and customer retention. They will implement and communicate business initiatives and act as a liaison between the host store and CEX Manager. Accountable for ensuring all stores within the region are educated on brand. This will include providing strategy for brand training, to increase team product knowledge, recruitment of new Gen Z customer and ultimately drive sales. Recruit and onboard new starters within Region. This will include recruiting for all new RBA and BA positions and working alongside store teams to provide brand approval for all new Brand Specialist positions within the region. Visual Merchandising
Responsible for sharing VM directives within the region quarterly. This should be in line with the launch of VBs to ensure at the start of every season, the stores are showcase new season product along with seasonal product launches/ delivery drops. Responsible for educating and training store teams within the region to feel confident to action ad hoc VM floor sets in line with customer profiling or deliveries. To ensure they are always in line with business directives. Communicate VM guidelines during markdown periods and ensure all stores within region reflect same VM to ensure Customer experience and journey. Have a strong relationship with the VM Manager within their region and regularly share images to seek feedback or further VM development skills. The Brand Ambassador will possess:
Ability to travel up to 8 days per month In-depth knowledge of the retail environment and a minimum of 2 years retail experience Great understanding of working within a department store Excellent communication, leadership, organizational and analytical skills Strong knowledge of industry trends. Self-motivated and have the ability to strategize to help develop their business A good knowledge of Retail math A strong and passionate team player and the ability to work well with others Flexible to work hours deemed by the store and CEX, including nights, weekends & bank holidays Experience with managing multi-site locations is preferred What Tapestry can offer you:
Hybrid working (3 days working from the office, 2 days remote) Option to finish early on a Friday (Flex Fridays) 1 Paid Volunteering Day per year and opportunities to volunteer with global projects Other benefits include:
25 days holiday in addition to bank holidays Annual Incentive Plan (company performance bonus) Multi brand discount up to 50% off - Coach, Kate Spade, Stuart Weitzman Private Healthcare with health assessment (Bupa) Bupa rewards - Financial wellbeing support and wellness discounts Private Dental Cover Eyecare vouchers Employee Assistance Program Employer Pension Contribution Gym discount Interest free season ticket loan Cycle to work scheme 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 his/her 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.
Req ID: 112418
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