Assist the Store Manager in identifying training needs in the store and to develop the retail teams in delivering a client experience in line with the Company’s vision and strategy. Priority in delivering training and coaching to our client advisors to become ambassadors of brand culture, values and products.
Partner up with both L&D Manager(s) and Store Manager(s) to follow up on trainings and analyse effectiveness, enable retail teams to enhance client experience and develop skills to engage our clients.
Promote a continuous learning and coaching culture in-store, executing training activities to inspire and equip client advisors in brand culture, values, and product knowledge (métiers) to drive store objectives.
JOB RESPONSIBILITIES:
Onboarding & New Joiner Development
- Prepare and conduct On-the-Job Induction Training for new staff to ensure they smoothly adapt to the brand culture and develop client engagement skills.
- Work with Store Managers and L&D Managers monthly to reinforce and follow up on onboarding with new joiners after completing their classroom training to ensure knowledge retention.
- Partner with L&D Managers to facilitate 2 métiers/service indicators during onboarding monthly to continuously elevate facilitation skills.
Training Execution & Product Knowledge
- Conduct key learning activities from the Learning Team, ensuring 100% coverage of the selling team within the designated launch timelines.
- Collaborate with key business drivers and the Merchandising team to facilitate Daily Morning meetings (DM) and training sessions for new product launches, focus animations, or different métiers aligned with monthly store focus calendars.
- Update and develop in-store training materials to support ongoing learning needs.
- Maintain the Retail Learning Partner momentum and drive monthly call to promote the learning culture across all stores.
Floor Coaching & Client Experience
- Lead and foster an in-store coaching culture, conducting regular courses and refresher training based on store operational needs and individual staff gaps.
- Actively observe shop-floor performance and provide feedback to Store Managers on individual progress and client advisors' priorities to ensure exceptional service delivery.
- Support Store Managers in building individual monthly coaching plans after performing gap analyses, coaching teams on selling skills, Client Experience, Clienteling, and High-End products.
- Drive key in-store training initiatives and contribute to service team morning meetings, acting as a brand service ambassador on the selling floor to elevate the overall Client Experience.
Impact Analysis, Coordination & Administration
- Manage, monitor, and analyze the quality and impact of all in-store training activities through feedback, participant follow-ups, and active shop-floor observation.
- Leverage the Learning App monthly to track and follow up on learning progress and completion rates across the team.
- Coordinate enrollments, maintain accurate, up-to-date training records, an orderly filing system in Learning APP.
