September 10, 2024

Chanel

Hà Nội

FBP Retail Learning & Development Partner

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