Senior Technical Analyst, Retail

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible. At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach and Kate Spade New York – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We’re always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

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.

Primary Purpose

The role is hands on and would be suitable for somebody who wishes to leverage their in-depth technical knowledge to implement and support technology applications along with partnering with internal / external team members and vendors. The individual will need to have an in-depth hands‑on technical understanding of Retail and Omni Channel applications and processes and will help to develop, configure and support the end‑to‑end EU Retail and Omni Channel application environment. This includes configuring, maintaining, upgrading and the control of existing systems and applications, along with collaborating with outsourced vendors, IT Local and Global Technology Teams in activities related to the support of Business Systems. This role covers circa 90 stores in 12 EU countries. This is a growing environment with the complexity of a large geographical scope. There are multiple strategic technology projects in progress as part of a multiyear investment program. This role is based in central London with occasional travel to other EU locations.

The successful individual will leverage their proficiency to:

• Quickly develop an in‑depth working knowledge of the overall business operation and requirements for the company and for specific departments.
• Work effectively and autonomously in an environment in which all local and global systems personnel and vendors have a high level of engagement and commitment to quality and customer service.
• Assist in the management of the day‑to‑day operation of multiple Vendors (some Global) that support, develop and deliver EU Applications.
• Assist in ensuring that application deployment projects are supported effectively and identifies and resolves escalated systems issues.
• Review and analyze existing application performance.
• Assist in ensuring that approved deployment projects are given the correct levels of commitment by partnering with Global IT Partners (internal and external).
• Configure, maintain and monitor EU IT Retail systems – POS, Inventory, Payments.
• Work closely with Service Providers to meet Service Level Agreements and other requirements and participate in service reviews.
• Monitor and guide 2nd Level vendor partners with the handling of incidents that impact the supported brands Retail Stores.
• Communicate ongoing issues with Store Operations teams.
• Look for ways to continuously improve our services to the stores.
• Work with our support providers to create and maintain Operating Procedures and Knowledgebase.
• Work alongside the Retail Store Support Engineering and Development teams to find a root cause for open incidents and problems.
• Participate in and help manage Retail Store related Major Incident calls.
• Work closely with Store opening coordinators to ensure smooth store openings by configuring, upgrading and the control of newly installed systems and applications, along with collaborating with outsourced vendors, IT Local and Global Technology Teams in activities related to the opening of Retail Stores.
• Manage inventory assets assigned to stores and depots.
• Occasional out‑of‑hour work and major escalated issues on call will be required.

The accomplished individual will possess:

• Education – University Degree or equivalent.
• Fluent written and spoken English.
• In‑depth experience and an interest in understanding Retail Business process.
• Communication skills necessary to work at all levels in the organization, including at a senior executive level.
• Minimum 2 – 5 years’ experience in Retail.
• Demonstrable knowledge of Retail POS Systems ideally Oracle (X-Store), APTOS and IBM OMS / Sterling.
• In‑depth knowledge of payment systems e.g. ADYEN / SVS / ValueLink.
• In‑depth experience and a willingness to further learn SQL, XML and database management.
• Hands‑on, pragmatic, results‑driven attitude.
• Ability to travel occasionally to EU and farther afield (US / Asia).
• Experience working in a global organization.

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 reports) 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.

Our Competencies for All People Managers

• 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 his/her 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.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally‑recognized protected basis prohibited by applicable law.