Retail Learning & Development Partner
Seoul, SOUTH KOREA
Job description
Fashion&WJF Division of Korea is looking for a Retail Learning & Development Partner, whose role is enabling Fashion Advisors and Jewelry Advisors to build confidence and make them feel empowered by offering customized learning solutions and individualized coaching.
· Coach FAs and JAs on adaptability and flexibility: coach FAs and JAs on customizing their behavior according to clients’ personalities, engage and motivate FAs and Jas through floor coaching
· Customize, deliver and follow up on training: Tailor learning content based on FA’s and JA’s needs, deliver training using blended learning approach, monitor FA’s and Ja’s progress collaborating with L&D Team
· Support People Development: Collaborate with HR, Retail Managers, HOB /DHOB in people development (e.g. career path, C&B)
· Enable staffs to become front face of CHANEL: Engage and develop retail employees to transmit the brand values, inspire them to build emotional connection with our clients
Customize, deliver, and follow up on Learning Path for Retail Team
· Observe client-staff interactions frequently, maintain close relationship with Retail Team to identify gaps in learning and development
· Maintain close relationship with FAs and JAs to identify their needs and concerns accordingly
· Identify and analyze learning and coaching requirements based on individual and collective needs for the boutique
· Recommend action plans and coaching plans for boutique staff
· Create, maintain, and monitor the progress of learning and coaching plans
· Deliver in-boutique learning sessions on products, service and strategies (e.g. WFJ new product training, new staff coaching, follow-up WFJ training and etc)
· Implement learning solutions including digital ones and drive digital learning
Coach FAs and JAs on adaptability and flexibility (in-floor coaching):
· Observe client-staff interactions closely and frequently to identify areas of improvement in FA’s and JA’s interactions with clients and other retail staffs
· Provide near-real time feedback to FAs and Jas based on coach’s observation and insight, industry best practices, Chanel’s FA and JA competency framework, Chanel’s vital behavior framework and etc.
· Plan and track coaching conversations with boutique staff, with the objective of helping them to meet performance objectives and create client-centric experiences
· Engage in regular coaching conversations with boutique staff to assist in their learning and development journey
· Prioritize coaching on adaptability and flexibility (i.e. are FAs and JAs customizing their behavior based on various client’s personalities? Are they flexible on selling approach based on client’s needs?)
· Prioritize coaching on FA and JAs development (e.g. understanding their needs and concerns with personal and professional growth) to motivate and retain FAs and JAs
· With understanding of both client needs and FA’s and JA’s strengths and improvement areas, assist FAs and JAs to execute client action plans (created by Client Engagement Management Expert)
· Monitor progress and feedback to both CEM expert and FA and JA on client action plans
· Ensure appropriate application of soft skills to support the Client Experience (e.g. Story making to connect with clients)
Support People Development
· Understand boutique strategy, manpower requirements and people challenges
· Partner with Head of Boutique/DHOB, HR, Retail Managers to strategize and develop a comprehensive people development plan (e.g. career path, C&B)
· Report to HOBs/ DHOBs on staffs’ ongoing performance review, feedback and coaching plans
· Participate in people discussions with HOB/DHOB (e.g. performance review, promotion decisions, etc.)
Onboarding Planning for New Hires
· Offer customized on-boarding experience to new hires
· Coach new hires in product knowledge, selling skills and client service using blended learning approaches
· Equip on boarding buddy to support new hires
· Monitor and track progress of customized coaching plans for new hires
Collaboration with experts
· Partner with other relevant stakeholders (on an as-need basis) to curate training content and advise partners on optimal training delivery method
· Identify areas of improvements for all expert group and work with relevant teams to prescribe follow up actions
Measuring Effectiveness and Feedback on People and Client Intelligence
· Be accountable for clients and employees’ loyalty with quantitative and qualitative KPIs such as:
· Client survey satisfaction scores
· Client retention
· Staff turnover
· Feedback from FAs and JAs
· Etc.
· Track learning and coaching effectiveness by defined KPIs
· Share observations and feedback regarding staff performance with HOB/ DHOB
· Share observations and feedback regarding client profiles, behavior, and other insights
· Use CSS reports to define/refine individual learning plans for staff
· Partner with HOB/ DHOB in communicating selected strategic messages to boutique staff
· Bachelor degree
· At least three years’ retail or retail management experience with a client-centric mindset
· Experience in the luxury goods industry and coaching/training is a plus
· Strong passion for people development and client service excellence
· Strong belief in investing in personalized learning paths for employees
· Open-minded, adaptable and able to exercise flexibility
· Presentation and communication skills
· Pleasant personality, energetic with sound interpersonal skills
· Strong planning skills
· Client-centric mind set
· Organized and works independently with minimal supervision
· Able to exercise assertiveness when required
· Able to work at the POS and retail hours
· Coaching principles and practices
· Strong feedback skills
· Instructional design skills is a plus
· Possesses an innovative mindset