Client Care Regional Trainer - Digital Learning Experience

Job description

Your role @ CHANEL

At CHANEL, we aim to provide an unsurpassed luxury experience to clients worldwide. Critical to this ambition, Client Care is an important interface that extends the client relationship beyond the boutiques and provides seamless and accessible Client Care with personalized human touch for a unique and differentiated CHANEL experience.

With advancing technological innovations, increasing expectations of clients, and a demand for a seamless omni-channel experience, there is growing importance and reliance on our Client Care teams as a crucial service touchpoint. The Client Care team will complement the boutiques by providing the first level of luxury support to clients, delivering a memorable CHANEL brand experience with exceptional Client Care built on quality, trust and empathy.

The Client Care Regional Trainer – Digital Learning Experience will work closely with the local markets’ Client Care Experts (CCEs) and Client Care Supervisors to drive upskilling and equip teams with the skills necessary to deliver a differentiated client service experience to CHANEL’s clients.

You will also coordinate with both Regional and markets’ Learning & Development teams to develop  digital learning programmes tailored for the Client Care APAC team.

Key to your success in this role will be your ability to tailor-makecreate purposeful, interactive learning content that supports our blended learning experience for product and soft skills training, enabling CCAs to inspire a quality client experience that are unique to each of CHANEL’s divisions - Fashion, Watches & Fine Jewellry (WFJ) and Fragrances & Beauty Products (FBP).

You will also be expected to develop an upskilling methodology, identify key training needs and develop train-the-trainer materials. In smaller markets, where there is no dedicated trainer, you will be supporting the delivery of training.

The impact you can create at CHANEL

·  Work closely with the Regional Service Excellence Manager to identify upskilling opportunities, and formulate purposeful digital learning content to enhance CCA’s product knowledge, service and operational quality.
·  Partner with Regional and Division Learning & Development teams to curate Client Care education materials and develop purpose-built call scripts, customized for each of CHANEL’s divisions to meet client expectations.
·  Engage with local market Learning & Development teams to align on the overall training timeline and incorporate local relevant training topics into the Regional context and curriculum.
·  Drive on-the-ground Client Care upskilling required in the small markets to strengthen the Client Care services provided; liaise with Client Care Supervisors to conduct on-the-job coaching to ensure CCAs can translate their training into day-to-day work.
·  Develop innovative ways to conduct product upskilling in a hybrid environment (face-to-face and online).
·  Perform ad-hoc calls and emails handling and monitoring to measure the effectiveness of CCA training, how it is translated when addressing clients and better understand customer trends; adapt training to ensure CCAs can adhere to service standards
·  Observe the daily operations of CCAs to identify improvement areas, feedback improvement opportunities to the Client Care Market Lead and Regional Client Care team
·  Collaborate with the Regional Business Process Excellence Manager to gain insights on CCAs’ process pain points and provide input to refine the Standard Operating Procedure (SOP).
·  Identify opportunities to provide better Client Care services provided by equipping CCAs with the necessary product knowledge.
·  Schedule training sessions, gather feedback on learning effectiveness, manage training budgets and work with Regional L&D teams to drive continuous improvement in the Client Care upskilling agenda.

You are energized by…

·  Elevating customer experience through targeted training programs, ensuring CCAs can address queries, handle cases and drive a differentiated Client Care experience
·  Engaging and developing CCAs, supporting them in their career development and enabling them to perform at their best
·  Identifying opportunities to drive customer service improvement and translating these opportunities into easily understood upskilling sessions
·  Developing in-depth business acumen around Client Care operations and across CHANEL’s divisions
·  An environment that advocates listening, co-creation, inclusiveness, customer-centricity and agility in designing holistic solutions
·  A workplace that provides you with opportunities to develop and support you to be at your best

What you can bring to the team…

·  Demonstrated experience delivering effective and engaging training and upskilling programs; experience in training and development
·  Strong business acumen and ability to identify development needs to deliver holistic training sessions
·  Excellent interpersonal, communication and presentation skills; ability to communicate complex ideas and make it simple and understandable
·  Experience assessing the impact of upskilling and training initiatives and ability to adapt training programs accordingly
·  Strong learning agility and a growth-mindset that enables you to adapt and embrace innovative approaches to strengthen the Client Care services provided
·  Critical thinking and problem-solving skills to better understand the CCA training needs to meet ever-evolving customer demands
·  Team player who is able to listen and motivate teams; fosters and contributes to a positive working environment

What you will learn / What CHANEL can offer you…

·  Opportunity to be part of a growing team that is focused on setting up and strengthening the Client Care experience in CHANEL across the region; opportunity to develop Client Care advisors and enable them to perform at their best
·  Career and developmental opportunities in line with your aspirations; opportunity to grow with the House and to immerse yourself in CHANEL’s dynamic business
·  Exposure into the dynamic business of Fashion, WFJ and FBP

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.