Retail Learning & Development Partner

Job description

RETAIL EVOLUTION AND BUSINESS PRIORITIES:

Since the COVID pandemic, evolution of retail and the acceleration of digital eperiences have changed the expectations of consumers, where expectations on higher levels of services and looking for experiences that are personalized for them is now the norm. The role of learning and development needs to adapt fast to better equip our retail team to stay on the forefront of being relevant to their clients and striving for goals aligned to our business ambitions. The business priorities will continue to evolve to reflect areas of opportunities for us to pursue as a brand. As such, the ability for learning and development to evolve into the role of a business partner is crucial to effectively listen to the various input from FBP and manage the different stakeholders within the retail community to optimize the results we want to achieve.

LEARNING THROUGH PERSONALIZED ENGAGEMENT AND DEVELOPMENT JOURNEY:

With the evolution of our retail population and recognizing that a one size fits all approach is not the way forward for the variety of roles within retail, learning and development must shift from a mass training approach to identifying learning solutions that are relevant to helping our people succeed, and complimented with individualized coaching to identify the right tailored learning approaches and priorities for each individual based on their needs.

MEASURING EFFECTIVENESS:

To better understand where to invest our efforts and optimize the impact we have in the market, we must explore new ways of measuring the effectiveness of our learning to ensure the strategy and approaches are algined to drive our desired business ambitions. Learning is a journey that evolves as individuals grow and develop, as such, we must shift towards identification of key leading indicators of observable behaviours and apply the necessary mesasures to drive continuous development for our people and the business.

INVEST IN PEOPLE DEVELOPMENT:

As one of the CHANEL differences, our purpose needs to shift from “teaching” to inspiring our retail team to continuously develop themselves to build on meaningful personal connections with their clients and learning from each other. We will support people development by identifying individual potential and development needs, providing solutions and opportunities to develop, motivate and retain talents.

Job Mission:
• In line with the FBP strategies and business priorities, the Retail Learning & Development Partner (RLDP) develops the BA of tomorrow with capabilities beyond products, to excel in client experience and retail excellence.
• The RLDP inspires and coaches the BA to raise capability and grow potential, maintain the team’s high professional standards and develop their commitment and passion for the brands.
• The RLDP elevates the BA learning journey by identifying learning needs, customizing learning solutions, coaching and monitoring progresses, and consequently creating impact on client experience and business results.
• The RLDP supports people development working in partnership with Area Manager and Boutique Manager in the BAs’ individual development.
• The RLDP connects between Talent Development and Retail, driving changes through coaching, role modeling and cross-function collaboration, contributing towards the ongoing development (vertically or horizontally) of our people.

Key Roles and Responsibilities

Curate and provide personalized Learning journey & solutions for Beauty Advisors
• Identify and bridge of talent needs for FBP business following retail strategy
• Work closely with Area Managers and Shop-in-charge to curate customized learning roadmaps, action plans and relevant content for individual BAs based on My Camelia and Retail Capability Development Framework.
• Deliver and/or monitor different learning solutions (eg. coaching, on-site training, digital Learning…etc.) on services, client experience and leadership development to enhance operation efficiency
• Monitor the progress of Learning, evaluate the effectiveness and relevancy of the learning solutions, and provide timely feedback to the Learning team via defined KPIs

Coaching
• Assist Area Manager and POS leader in being a coach and mentor for the team members
• Use CHANEL Coaching philosophy & approach, and the provided coaching tools in coaching
• Schedule & plan 1 on 1 coaching sessions with each BA, with the objective of growing and supporting them to meet individual learning and business development goal in relation to 3-axis knowledge, expertise, services, job mission and client experience
• Develop a solid understanding of each BA’s strength & weaknesses, opportunities & challenges
• Provide coaching at different stage of career development e.g. onboarding /role transition/promotion/improvement

Onboarding & Learning culture engagement
• Work with the learning team to drive a customized to drive the new BA learning roadmap to adapt into Chanel’s learning culture
• Provide coaching to the new hires in and build the habit for leveraging digital learning platform e.g. Inside Beauty /Bloom
• Feedback to POS leader and Learning team on new BA onboarding status, and any concerns raised.
• Connect with POS leader /Area Manager on the probation outcome from learning perspective.
• Work closely with Learning team to provide any developmental support required.

Ensure relevancy on POS Executions, enhance Client Engagement and achieve Retail Service Excellence
• Be the role model to cultivate on the service mindset and learning agility set required to achieve Retail Excellence priorities and client engagement excellency
• Ensure BA’s ability in transferring their Learning into daily applications at POS.
• Provide feedback to Learning team on the efficacy and effectiveness & relevancy of learning solutions.
• Observe client-BA interactions to identify areas of improvement in client experience.
• 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 BAs to understand their needs, interests and concerns for personal & professional growth, so as to develop, motivate and retain BAs .
• Participate and provide advice on the people development discussions with Area/Retail Manager and POS leader (e.g. people develop skill, performance review, promotion decisions, building succession pipeline…etc.)
• Maintain close relationship and collaboration with ODHR, L&D team and Retail team to strategize and develop a comprehensive individual development plan for BAs.

Measuring Effectiveness and Feedback on People Development/Customer Experience
• Be accountable for client and employee loyalty quantitative and qualitative KPIs, such as:
o No. of curated BAs’ IDP based on business and individual’s priorities
o Work with the Area Manager to drive and lead a coaching plan for BAs in the district and provide proactively review feedback sessions (No of BAs coached/coach hours etc)
o CSS in-store satisfaction scores
• Share observations and feedback regarding market trends, client behaviors and other insights in the district
• Drive the digital learning culture and promote the usage of digital learning platform
• Be the key contact of any change communications in talent development topics inside Retail

Academic / Professional Qualifications
- Bachelor degree or tertiary diploma

Work Experience
- Preferably to have 3 years’ work experience in selling, retail and/or client service
- At least 6-8 years’ work experience in people interactions, coaching & training, preferably in a managerial role
- Experience in the luxury goods industry is a plus

Required Competencies
- With excellent growth mindset and digital savvy capability
- Strong vision in client service excellence with client-centric mindset
- Strong communication and influence skills
- Strong passion for people development
- Open-minded, adaptable, and able to exercise flexibility
- Strong planning, time management and organizing skills
- 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

Key Interactions / Stakeholders:
Internal
• Retail team (Retail Managers / Area Managers / Boutique Managers / Counter Managers)
• Learning team
• Office teams (Marketing, PR & Comms, VM, CRM)
• FBP division stakeholders (when required)
• ODHR, IT, Finance stakeholders
• Regional Retail and Learning teams / HR Business Partner

External
• Training vendors and consultants
• Hotels
• F&B providers
• Printers

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