Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.
JOB TITLE PIAGET Learning & Development Manager
REPORTING TO Sales director
MAIN PURPOSE
The L&D Manager will be responsible to identify training requirements, develop and deliver training plans with the strategic aim to improve key competencies for both Office and Boutique staff. Define and roll-out the training strategy and action plan according to HQ guidelines and in coordination with HQ and market specific development needs.
KEY RESPONSIBILITIES
Key responsibility 1 : Training & Coaching
- Implement training programs, assessment to develop product expertise, service, selling and clienteling skills, improve boutique efficiencies
- Identify training and development needs within the organization and devising training strategies that aligned with business objectives
- Lead leadership and diverse motivation program for both Office and BTQ teams
- Recommend value added activities that will increase individual sales, promotes cross-selling of categories, increase client retention rate
- Evaluate and recommend internal or external learning resources to support the development plans
- Creates and conducts thorough onboarding program for new-joiners
- Coach Sales associate with retail training & operation knowledge
- Evaluate and review local-specific training materials and tools, updating as appropriate to ensure maximum effectiveness
Key responsibility 2: Management of Client Experience in retail networks
- Oversee and monitor NPS and mystery shopping process and seek for improvements in collaboration with Retail performance manager.
- Analyze and implement relevant action plans in coordination with Retail performance manager following results.
- Management of complaint escalation process across retail networks; Domestic, Travel retails and Specialist POS and provide sufficient supports and resolution for clients and boutiques.
Key responsibility 3: Management of Care Service/after sales service Journey
- Management A to Z care service/after sales service journey across retail networks; Domestic retail, Travel retail and Specialists (dealer POS)
- Actively participate in CS process updates and improvements for better client experiences in boutiques.
- Identify training & coaching needs and plan and provide the training and boutique visits when necessary for boutiques.
- CS KPI management and communication with boutiques and RCS (Richemont Customer Service) on a monthly basis.
- Define the market strategy adapting the CS global policy and the service management to local specificities.
- Communicate and implement the International Service Policy in cooperation with retail and RCS teams and inform boutiques in timely manner.
- Plan, lead and implement projects and services to improve repair service flow and process.
- Propose and take part in all project development regarding Care Service in Boutiques
- Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans in order to ensure optimal performance and service
- Reporting: ensure the follow up for the main indicators linked to CS.
- Monitor stock management follow-up (ROs inventories, spare parts, leather strap, etc.)
Key responsibility 4 : CRC(Client Relationship Center) management
- Management of external partner for CRC to meet Piaget service standards.
- Ensure the quality of service provided by CRC, to client and boutiques.
- KPI reviews and management
- Report review and monthly operational meeting with partner
- Seek any room for improvement and training needs for better client experiences for clients and boutiques and plan & provide training accordingly.
Requirements
• Proven work experience as a Training Manager preferably in Retail business.
• Luxury Jewelry and/or Watchmaking experience is a plus
• Minimum 10 year-working experience
• Passionate about fine jewelry and high jewelry
• Gemological education is regarded as a strong plus
• Good knowledge of high-end luxury business and products
• Excellent communication, leadership, and coaching skills
• A keen interest in the product range
• Ability to plan, multi-task and manage time effectively
• Good planning and organizational skills
• Self-motivated and positive energy