At a Glance
- Tasks: Support clienteling and omni-selling programmes across EMEA, ensuring smooth operations and effective communication.
- Company: Join a leading luxury brand known for its commitment to customer experience.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal and professional growth.
- Other info: Exciting role with potential for career advancement in a global company.
- Why this job: Be at the forefront of enhancing customer experiences in a dynamic retail environment.
- Qualifications: Strong organisational skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Experience Coordinator plays a key operational role in supporting Michael Kors’ clienteling, omni-selling and social clienteling programmes across EMEA. The role is responsible for the day-to-day execution, governance and performance tracking of clienteling activity across stores. The role 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.
KEY RESPONSIBILITIES:
- 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.
Customer Experience Coordinator employer: FashionUnited Group
Michael Kors is an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation in the heart of EMEA. With a strong focus on employee growth, we provide comprehensive training and development opportunities, ensuring our team members are equipped to excel in their roles. Our inclusive culture values diversity and encourages creativity, making it a rewarding place for those passionate about enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Coordinator
✨Tip Number 1
Get to know the company inside out! Research Michael Kors and their customer experience initiatives. This will help us tailor our conversations and show that we’re genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give us insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to clienteling and customer experience. We want to showcase our skills and how they align with the role’s responsibilities.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can leave a lasting impression and keep us on their radar. Plus, it shows our enthusiasm for the position!
We think you need these skills to ace Customer Experience Coordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with clienteling and customer experience. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Communication Skills:As a Customer Experience Coordinator, clear communication is key. Use your application to demonstrate your ability to convey information effectively. Whether it’s through concise writing or structured presentations, let us see your style!
Highlight Your Analytical Skills:Since the role involves performance tracking and reporting, make sure to mention any experience you have with data analysis or reporting tools. We love candidates who can turn numbers into insights, so share your successes in this area!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at FashionUnited Group
✨Know Your Clienteling Tools
Familiarise yourself with the clienteling tools mentioned in the job description, like Tulip Clienteling and WhatsApp Business. Be ready to discuss how you would manage these tools and ensure their effective use across stores.
✨Showcase Your Communication Skills
As a Customer Experience Coordinator, clear communication is key. Prepare examples of how you've effectively communicated priorities or updates in previous roles. Think about how you can make complex information concise and actionable for store teams.
✨Demonstrate Analytical Thinking
The role involves performance tracking and reporting. Brush up on your ability to interpret data and identify trends. Be prepared to discuss how you would approach analysing clienteling performance metrics and what insights you could derive from them.
✨Be Ready to Discuss Collaboration
This position requires working closely with various teams. Think of examples where you've successfully collaborated with others to achieve a common goal. Highlight your ability to coordinate efforts and maintain strong relationships across departments.
