Manager, CX

Manager, CX

Kate Spade

New York, NY, US

Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always been colorful, bold, and optimistic. Today, it is a global lifestyle brand that designs extraordinary things for the everyday, delivering seasonal collections of handbags, ready‑to‑wear, jewelry, footwear, home décor, and more. Known for its rich heritage and unique brand DNA, Kate Spade New York offers a distinctive point of view and celebrates communities of women around the globe who live their perfectly imperfect lifestyles.

Kate Spade New York 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.

The Global CX team at Kate Spade acts as the voice of the customer to identify opportunities, remove friction and push innovation to drive a best‑in‑class customer experience across all touchpoints. The Manager, Customer Experience will own the strategic interpretation and analysis of all post purchase customer signals to inform our global customer experience strategy and support the Director in project management of omni experience initiatives.

This role is ideal for someone with strong analytical rigor and proven experience transforming data from multiple sources—including surveys, transactional behavior, and third‑party partners—into insights that guide business decisions. The Manager will serve as the subject matter expert on post‑purchase performance, elevating how we understand customer sentiment, operational friction, and loyalty drivers across the customer journey. This individual must be highly collaborative and have the ability to build relationships across a variety of functions and hierarchy levels.

They must also be highly organized, with the ability to effectively juggle multiple projects at one time.

• Own the end‑to‑end measurement framework for post‑purchase performance, including NPS, OSAT, ASAT, brand experience scores, and product satisfaction.
• Develop and maintain executive‑level dashboards and KPIs that communicate performance and trends. Generate monthly, quarterly and ad hoc data reports for internal business reviews.
• Translate data into narrative insights and recommendations.
• Oversee the design, deployment, and continuous optimization of post‑purchase surveys.
• Conduct deep‑drive analyses of quantitative and qualitative survey data to identify sentiment shifts, emerging themes, and root causes.
• Implement advanced methodologies/tools (segmentation, text analytics, sentiment analysis, AI) to uncover customer drivers and improve data collection.
• Own the relationship with external VoC data platforms (reviews, social listening).
• Lead testing and validation of new survey tools, VOC technologies, and analytical approaches.

• Partner cross‑functionally with Store Teams, Ecommerce, Operations, Marketing, and Merchandising to influence decisions, drive improvements and aid in implementation when needed.
• Build insight‑driven presentations, connecting findings to broader business strategy.
• Provide directional recommendations grounded in data, customer sentiment, and industry benchmarks.
• Identify opportunities within our current customer experience and propose solutions.
• Support implementation of strategic initiatives by project managing to implementation. Track progress, identifying and escalating risks as needed to overcome roadblocks.
• Drive execution of brand projects both as a project manager and strong individual contributor, through collaboration with cross‑functional and external partners.

• 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.
• Cre…