Retail Learning & Development Partner

Job description

Fashion & WFJ 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.



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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

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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

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Support People Development: Collaborate with HR, Retail Managers, HOB /DHOB in people development (e.g. career path, C&B)

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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  

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Observe client-staff interactions frequently, maintain close relationship with Retail Team to identify gaps in learning and development

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Maintain close relationship with FAs and JAs to identify their needs and concerns accordingly

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Identify and analyze learning and coaching requirements based on individual and collective needs for the boutique

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Recommend action plans and coaching plans for boutique staff

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Create, maintain, and monitor the progress of learning and coaching plans

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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)

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Implement learning solutions including digital ones and drive digital learning

Coach FAs and JAs on adaptability and flexibility (in-floor coaching):

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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

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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.

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Plan and track coaching conversations with boutique staff, with the objective of helping them to meet performance objectives and create client-centric experiences

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Engage in regular coaching conversations with boutique staff to assist in their learning and development journey

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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?)

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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

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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)

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Monitor progress and feedback to both CEM expert and FA and JA on client action plans

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Ensure appropriate application of soft skills to support the Client Experience (e.g. Story making to connect with clients)

Support People Development

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Understand boutique strategy, manpower requirements and people challenges

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Partner with Head of Boutique/DHOB, HR, Retail Managers to strategize and develop a comprehensive people development plan (e.g. career path, C&B)

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Report to HOBs/ DHOBs on staffs’ ongoing performance review, feedback and coaching plans

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Participate in people discussions with HOB/DHOB (e.g. performance review, promotion decisions, etc.)

Onboarding Planning for New Hires

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Offer customized on-boarding experience to new hires

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Coach new hires in product knowledge, selling skills and client service using blended learning approaches

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Equip on boarding buddy to support new hires

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Monitor and track progress of customized coaching plans for new hires

Collaboration with experts

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Partner with other relevant stakeholders  (on an as-need basis) to curate training content and advise partners on optimal training delivery method

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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

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Be accountable for clients and employees’ loyalty with quantitative and qualitative KPIs such as:

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Client survey satisfaction scores

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Client retention

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Staff turnover

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Feedback from FAs and JAs

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Etc.

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Track learning and coaching effectiveness by defined KPIs

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Share observations and feedback regarding staff performance with HOB/ DHOB

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Share observations and feedback regarding client profiles, behavior, and other insights

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Use CSS reports to define/refine individual learning plans for staff

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Partner with HOB/ DHOB in communicating selected strategic messages to boutique staff



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Bachelor degree



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At least three years’ retail or retail management experience with a client-centric mindset

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Experience in the luxury goods industry and coaching/training is a plus



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Strong passion for people development and client service excellence

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Strong belief in investing in personalized learning paths for employees

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Open-minded, adaptable and able to exercise flexibility

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Presentation and communication skills

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Pleasant personality, energetic with sound interpersonal skills

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Strong planning skills

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Client-centric mind set

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Organized and works independently with minimal supervision

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Able to exercise assertiveness when required

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Able to work at the POS and retail hours



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Coaching principles and practices

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Strong feedback skills

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Instructional design skills is a plus