Manager, Commercial L&D

YOUR MISSION:
The role of the Manager of Commercial Learning & Development is a professional partnership with the Regional AVP, the Boutique Director, and Human Resources Business Partner (HRBP) to support and drive the achievement of commercial business objectives. The position develops the boutique team’s skillset through facilitation and on-the-floor coaching to elevate the in-store guest experiences, with an emphasis on client experience, effective selling and cross-selling techniques, product savoir-faire, storytelling, and cultivation of client relationships.

What is a ‘Coaching’?

Coaching is a collaborative, solution-focused, result-oriented, and systematic process in which the coach facilitates the enhancement of work performance for individuals and groups. A coach uses a range of communication skills (such as active listening, questioning, and reformulating) to improve performance, learning, and development. A coach unlocks an individual’s potential to maximize their own performance through demonstrating support and feedback.

HOW WILL YOU MAKE AN IMPACT?

Coaching to Drive Business Performance

• Drive performance improvement and enhance the Cartier brand through observations of guest experiences and provide in-the-moment coaching of the sales, service, and client experience teams. Coaching topics may include, but are not limited to, all aspects of selling skills, client development, and client experience and journey

• Align boutique coaching with key commercial priorities and KPIs that include driving sales, client development, and client experience

• Craft boutique visit agendas and priorities using key performance data trends to develop a targeted coaching plan

• Shoulder-to-shoulder coaching on the floor to support 1:1 development of the team

• Observe boutique morning briefs and “Maison Mornings” during each boutique visit. Provide feedback to leaders to enhance daily communication and elevate daily learning moments

• Complete post-visit boutique reports that summarize the coaching goals, progress made, setbacks, or priorities, including actions to be taken by boutique team members, OneHR, and regional leadership

• Author a brief weekly summary report highlighting actions, accomplishments, and progress on key commercial initiatives within the Northeast region

• Support boutique leadership development through side-by-side “coaching the coach”. Provide feedback on and assess progress of the leader’s coaching ability to drive performance of their teams

• Use data metrics to track coaching impact on key commercial priorities. Address gaps in performance through qualitative and quantitative analysis, and adjust coaching plans as needed

Collaboration and Cross-functional Partnerships

• Partner quarterly with commercial regional A\\VP and boutique directors to analyze the progress of the boutique coaching plans, impact on results, and revise plans as needed

• Partner with commercial leadership, commercial partners and HR to review and provide input on individual development plans to elevate performance

• Strengthen the integration of new hires into the Maison to support accelerated performance

• Assist Boutique teams in fully embracing the company’s values, vision, and strategy

• Communicate to Corporate L&D team on in-boutique dynamics and training needs; act as an SME, thought partner and reviewer for both local and global learning content and materials

• Assist with guest interactions as appropriate

Training & Facilitation

• Leverage learning curriculum to facilitate in-boutique and small group trainings on topics that include selling skills, client development, client experience, and product

• Lead learning & development “run of show” initiatives in support of new boutique openings, relocations, or renovations

• Foster a robust learning culture within each boutique by championing Cartier’s Learning Experience Platform, MyLearning, as part of a holistic development journey

• Occasionally support with facilitation of programs in traditional classroom setting

HOW WILL YOU EXPERIENCE SUCCESS WITH US?
 

• Strong critical thinking skills, assisting internal business partners to identify performance gaps and develop results-focused solutions

• Business acumen with an ability to read and infer meaning from sales reports, etc.

• Ability to create strong cross-functional relationships that build trust and credibility with a diverse team of internal business partners

• Self-awareness and ability to adapt interpersonal communication style to a diverse team of internal business partners and sales teams

• Proactively create and initiate innovative solutions in an effort to improve sales and client experience results

• Preferred four or more years solid coaching experience in a sales environment with an emphasis on selling skills, client development, client experience, and leadership development

• Ability to develop and deliver original presentations for meetings and training

• Curriculum mindset in partnership with Instructional Design team to influence content creation

• Computer proficiency in Word, Excel, PowerPoint, and Outlook is required

• Previous management and/or learning & development experience is preferred

• Background in luxury retail is a plus

• Must be fluent in reading, writing, and speaking English. Additional languages are a plus

• College degree in a related area is a plus

• Ability to accommodate 80% - 90% Travel

• 80%-90% time in-boutique

We Offer
Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Expected salary range: $115,000 to $130,000 plus incentives. 

At Richemont, We Craft the Future!