[담당업무]

O 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

O 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. .

O 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 CS 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 CS 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.)

[자격요건]

경력사항: 경력(10년 이상 )
학력사항: 대학교(4년)졸업
직무기술: Care Service

- 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

[우대사항]

외국어: 영어 회화능통,독해능통,작문능통