Cartier CRC Learning and Development Manager

Job description

MAIN PURPOSE

 

The Learning and Development (L&D) Manager plays a fundamental role within the European Cartier Relations Center (CRC) Team, reporting to the Head of Cartier CRC Europe. This role focuses on developing the CRC and Ecommerce Operations teams by effectively managing onboarding, training, and people development solutions (shadowing, coaching, digital learning etc) and by creating innovative L&D initiatives aligned with Cartier standards.

The L&D Manager leads learning initiatives for the CRC and Ecom Operations teams, with a special emphasis on the omnichannel environment, collaborating across markets and with the European & International Central team.

 

 

KEY RESPONSIBILITIES



L&D planning & analysis:

· 
·  Identify and analyze L&D needs based on business goals and employee development requirements.
·  Assess training needs to improve the customer experience.
·  Closely collaborate with the L&D Europe community to find synergies and support business objectives.
·  Manage the training budget effectively, aligning with the Head of CRC Europe's priorities.

Training and developpement plans & Implementation:

· 
·  Implement comprehensive training plans based on business and individual needs.
·  Design and deliver engaging programs to enhance product knowledge, customer experience, storytelling and soft skills through various learning channels.
·  Manage logistics for training sessions (in-class and e-learning) to ensure cost-effective and impactful delivery, in collaboration with the Head of CRC.
·  Identify and select internal and external partners to enhance training program engagement.
·  Conduct in-class training sessions and support the CRC Trainer.
·  Support HRBP to build IDP (individual development plans) with the CRC Community of Managers.

Measurement & Follow-Up:

· 
·  Evaluate training program effectiveness and make data-driven improvements.
·  Monitor eLearning activities, track staff training and report results regularly to the Head of CRC and L&D Europe.
·  Closely follow up the individual development of team members in collaboration with HRBP and Head of CRC.
·  Review and recommend improvements to work practices, processes, and support systems.
·  Regularly update the training plan, assess participant satisfaction, and gather manager feedback.
·  Develop follow-up tools (quizzes, feedback forms) to ensure information retention and application.
·  Measure and track results to demonstrate ROI and drive continuous improvement.

L&D Ambassador:

· 
·  Embody, promote, and implement the L&D action plan.
·  Continuously expand knowledge of the markets and best practices.
·  Proactively develop L&D competencies.

SKILLS

·  Excellent customer-oriented mindset with coaching and consulting skills.
·  Strong organizational, analytical, and project management skills.
·  Effective presentation and communication skills (proven experience in Training in previous roles holding a Trainer positions with few expertise topics to train on).
·  Excellent listening, teaching, and motivational abilities.
·  Proficient in team development.
·  Strong creativity and innovation.
·  Ability to thrive in a complex and multicultural environment.
·  Service and people-oriented.
·  Effective written and verbal communication skills with a strong presence.
·  Teamwork and collaboration skills.
·  Ability to work independently and efficiently .



PROFILE

·  3-4 years of experience in the L&D field.
·  Experience in coaching and training in an international environment.
·  Significant experience in an omnichannel environment or customer service.
·  Experience within the luxury industry is a plus.
·  Energetic, team player, dynamic, enthusiastic, autonomous, organized, rigorous, and flexible.
·  Fluent in English; proficiency in any additional European language is a plus.