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 r
Benefits
Vision insuranceEquity / stock options
Additional Information
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.
Tapestry (coach/kate Spade) · Seoul, South Korea