Customer Experience Coordinator

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

—

The Customer Experience Coordinator will work closely with: CX Field Enablement Manager, CRM, Retail Marketing, Analytics, IT, Operations and Store Teams, playong a key operational role in supporting Michael Kors’ clienteling, omni-selling and social clienteling programmes across EMEA. Reporting to the Director, Customer Experience & Omni Enablement, the role is responsible for the day-to-day execution, governance and performance tracking of clienteling activity across stores.

The Customer Experience Coordinator acts as a central point of coordination for clienteling tools, scripts, content, store communications and reporting, helping to ensure consistency, quality and timely execution across markets. The Coordinator supports store teams and field leaders by translating strategy into clear, practical materials, monitoring adoption and performance, and helping clienteling activity run smoothly and effectively.

Responsibilities of the Customer Experience Coordinator

Clienteling Operations & Tool Governance:

• Manage the day-to-day operation of clienteling tools across EMEA, including Tulip Clienteling and WhatsApp Business.
• Upload and maintain scripts, messaging templates and assets, ensuring accuracy, brand consistency and readiness for localisation.
• Conduct regular WhatsApp and Tulip audits and spot checks to monitor quality, compliance and best-practice use.
• Act as the first point of contact for store and field teams on clienteling queries, issues and requests.
• Support the ongoing maintenance and refresh of the Client Experience Toolkit with the Field CX & Enablement Manager, keeping tools, content and best practices current, accessible and store-ready.
• Manage Google Local Posts for EMEA stores, ensuring content is accurate, timely, on-brand and aligned with key clienteling moments and campaigns.
• Coordinate the setup, delivery and tracking of clienteling-led sweepstakes and local activations, ensuring accuracy, compliance and clear communication for store teams.

Social Clienteling & Store Content Coordination:

• Coordinate the day-to-day activity of the Store Content Creator and Social Clienteling network.
• Collect, review and organise store-created content to ensure alignment with brand, CX and governance guidelines.
• Own the weekly Social Clienteling Recap, highlighting best practice, top-performing content and key learnings.
• Support the Director and Field Enablement Lead in scaling social clienteling through clear processes, timelines and communication.

Clienteling Communications & Weekly Updates:

• Produce and share the weekly Clienteling Update for stores and field leadership, covering:
• Key priorities and focus areas
• New scripts and assets
• Best practices and performance highlights
• Ensure communication is clear, concise and store-ready to reduce noise and support action.

Performance Tracking, Reporting & Insights:

• Run and maintain clienteling performance reporting, tracking KPIs including outreach, conversion, retention, virtual selling and influenced sales.
• Support qualitative reporting through Tulip insights, audits and store feedback.
• Prepare clear and accurate weekly, monthly and seasonal reporting for leadership, linking activity to commercial and CX outcomes.
• Identify patterns, risks and opportunities in the data, and share insights with the Director and CX leadership team.

Campaign & Calendar Coordination:

• Support clienteling campaigns and key moments by coordinating timelines, assets and uploads across tools.
• Maintain the EMEA Clienteling & Key Moments Calendar, aligned with global, regional and local initiatives.
• Work closely with CRM, Retail Marketing and Analytics teams to support campaign launches and post-campaign analysis.

Enablement & Content Support:

• Support the maintenance and ongoing update of clienteling training content, scripts and best-practice examples.
• Prepare presentations, briefs and summaries for seasonal launches, leadership updates and field meetings.
• Provide operational support for Experience Experts meetings, workshops and CX forums, including agendas, materials and follow-ups.

The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.