Job Mission:
- In line with the FBP (Fragrance & Beauty Product) strategies and business priorities, the Retail Learning & Development Partner (RLDP) develops the Retail team of tomorrow (including Beauty Advisors, Expert team, and Store Manager team) with capabilities beyond products, to excel in client experience and retail excellence.
• The RLDP transfers the Retail learning into POS executions and business results. • The RLDP coaches the Retail team to raise capability, improve performance and grow potential.
- The RLDP elevates the Retail team learning journey by customizing learning solutions, coaching and monitoring progresses, and consequently creating impact on client experience and business results.
- The RLDP supports people development of Retail team
- The RLDP connects between Learning and Retail, driving changes through coaching, role modeling and cross-function collaboration.
Key Roles and Responsibilities
Curate and provide personalized Learning journey & solutions for Retail team Personalised learning journey & solutions
• Identify and analyze learning requirements based on individual and collective needs • Recommend customized learning roadmaps, action plans and relevant content for individual BAs / Expert team / Store Manager team based on business performance and observations of client interactions at POS
- Deliver and/or monitor different learning solutions (eg. coaching, on-site training, digital learning…etc.) on products, services, client experience and retail topics
- Monitor the progress of learning, evaluate the effectiveness and relevancy of the learning solutions, provide timely feedback to Learning team
- Track learning and coaching effectiveness by defined KPIs
- Work closely with Store Managers to curate each BA’s & Expert’s individual development plan based on the assessment of their development needs* *determined by
1) floor observations;
2) Individual’s own career goals;
3) Store Manager feedback Coaching
- Use CHANEL Coaching philosophy & approach, and the provided coaching tools in coaching
- Schedule & plan 1 on 1 coaching sessions with each Retail member, with the objective of growing and supporting them to meet business KPIs in relation to 3-axis knowledge, expertise, services, job mission and client experience
- Keep close track on Retail’s individual performances by the KPIs
- Observe closely Advisor-client interactions to identify the individual’s potential and areas of improvement
- Develop a solid understanding of each Individual strength & weaknesses, opportunities & challenges
- Engage in regular coaching conversations with Retail team to assist in their learning and individual development
- Monitor Retail team status and progress, feedback to Division Head and People & Organization Manager, work together on development action plans as appropriate Onboarding
- Keep informed of the new Retail team hired. Support each new individual thru their first 3 months onboarding, and their first full year with the Brand
- Lead the learning community during the new Retail team onboarding phase by leveraging digital platform such as Inside Beauty.
- Check in regularly with the new BAs on their learning and assimilation into the new culture and environment.
- Check in regularly with the buddies to receive feedback on the learning progress of the team
- Provide coaching to the new hires in product knowledge, services, selling skills and client experience as appropriate
- Feedback to Store Managers and Learning team on new BA onboarding status, and any concerns raised.
- Provide feedback to Store Managers on the probation outcome; participate in probation review meeting.
- Keep informed of coaching/training support required for extension cases.
- Work closely with Learning team to provide any developmental support required. Ensure Accuracy of POS Executions, enhance Client Experience and achieve Retail Excellence
- Be the master and ambassador of service protocols and standards for optimal client experience.
- Ensure Retail team obtain the mind set and skills set required to achieve Retail Excellence priorities.
- Ensure Retail team’s ability in transferring their learning into daily applications at POS.
- Provide feedback to Learning team on the efficacy and relevancy of learning solutions.
- Monitor POS executions and provide timely coaching and feedback.
- Observe client-BA interactions to identify areas of improvement in client experience.
- Use CSS reports to define/refine client experience and advice learning plans adaptation.
- Share best practices and individual boutique strategies observed from the field to the Retail and office teams Collaborate on People Development
- Understand business/POS strategy, manpower requirements and people challenges.
- Maintain a close relationship with Retail team to understand their needs, interests and concerns for personal & professional growth, so as to develop, motivate and retain the team.
- Participate and provide advice on the people development discussions with Retail Manager and Store Managers (e.g. performance review, promotion decisions, building succession pipeline…etc.)
- Partner with Learning team and Retail team to map out potential career roadmap for Retail team
- Maintain close relationship and collaboration with HR, L&D team and Retail team to strategize and develop a comprehensive individual development plan for Retail level Measuring Effectiveness and Feedback on People/Client Intelligence
- Be accountable for client and employee loyalty quantitative and qualitative KPIs (TBC) , such as: o No. of BAs coached o No. of coaching hours o CSS in-store satisfaction scores o Customer service complaints o 360 feedback survey scores o Etc.
- Share observations and feedback regarding market trends, client behaviors and other insights to office team.
- Proactively bringing people/client intelligence/pulse of the retail teams to Retail, Learning, HR and business GMs.
Academic / Professional Qualifications
- Bachelor degree or tertiary diploma Work Experience
- At least three years’ work experience in selling, retail and/or client service
- At least three years’ work experience in people interactions, coaching & training, preferably in a managerial role
- Experience in the luxury goods industry is a plus
Required Competencies
- Strong communication and influence skills
- Strong passion for people development
- Strong vision in client service excellence with client-centric mindset
- Pleasant personality, energetic with sound interpersonal skills
- Open-minded, adaptable and able to exercise flexibility
- Strong planning and organizing skills
- Time and territorial management
- Able to work independently and in mobility, with minimal supervision
- Able to work at the POS and retail hours
- Able to exercise assertiveness when required
Preferred Competencies
- Learning Cycle and Adult Learning Principles
- Coaching principles and practices
- Strong feedback skills
- Instructional design skills is a plus
- Possesses an innovative mindset