General Manager

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. Our company name Tapestry represents the diversity of our brands and the diversity of our people. We know that having a diverse range of perspectives, backgrounds and experiences makes us more innovative and successful and it brings us closer to our consumer. Our goal is to create a culture that is equitable, inclusive and diverse - where all of our employees, customers and stakeholders thrive.

The General Manager leads store strategy, execution, and culture to deliver outstanding financial results and best-in-class Coach Service. This role partners with the Store Manager/Management Team to drive sales, clienteling, operations, and visual presentation. The GM builds and mentors high-performing teams, leverages market insights and forecasts to set goals, and executes initiatives that elevate customer experience and profitability. The GM also serves as a leader within the district/region, providing strategic and HR support as needed.

• Sales & Business Strategy
  • Set and track sales/productivity goals; adjust strategies based on trends and market shifts.
  • Forecast sales, plan payroll, and align hiring plans with business needs.
  • Partner with leadership and corporate teams to implement operational processes and ensure product flow.
• Customer Experience
  • Model and coach selling/service standards; lead team selling and floor leadership.
  • Develop clienteling strategies to build long-term customer relationships and brand loyalty.
  • Act as a trusted fashion advisor; share trends and styling insights.
  • Resolve customer issues promptly with a solution-oriented approach.
• Team Leadership & Development
  • Recruit, onboard, and retain top talent; maintain strong bench strength.
  • Evaluate performance, provide feedback, and create development action plans.
  • Foster an inclusive, collaborative, high-energy culture; recognize and reward performance.
• Operations & Compliance
  • Own daily operations: scheduling, payroll, inventory, HR, and loss prevention.
  • Maintain store presentation standards and ensure adherence to POS and operational policies.
  • Utilize retail systems and reporting tools effectively.
• Communication & Collaboration
  • Communicate clearly and professionally; model active listening.
  • Build trusting relationships with peers and corporate partners; keep leadership informed.
  • Uphold ethics, compliance, and alignment with company goals.

• 3+ years as a Store Manager (luxury retail preferred); proven ability in sales strategies, clienteling, and team development. A combination of education and experience will be considered.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook; experience with retail systems.
• Ability to work in a fast-paced environment.
• Strong English language proficiency.

Schedule: Ability to work a flexible schedule to meet business needs—including nights, weekends, peak busy season, and high-traffic retail days (including, but not limited to, public holidays).

• An inclusive, innovative, and fun working environment.
• Internal mobility & career progression.
• 1 paid volunteering day per year and opportunities to volunteer with global projects.
• Learning & development opportunities with our Ambassador Programme.
• Regular social events.
• Equity Inclusion & Diversity initiatives which include employee resource groups & regional inclusion councils.
• Attractive employee discount.
• Compelling incentive programme.

• 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 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.

• 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 their 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.