Job Mission:

• In line with the FBP strategies and business priorities, the Retail Learning & Development Partner (RLDP) develops the BA of tomorrow with capabilities beyond products, to excel in client experience and retail excellence. 
• The RLDP Stay alert for Retail environmental & personnel’s developmental agenda and find the best methodology.
• The RLDP gives advice as a trusted official and works closely with the retail team in the retail project collaborate with retail team to ensure the successful completion of the project.
• The RLDP take responsibility on or support to develop and deliver Retail learning contents such as BA’s career path, CM’s leadership, data knowledge extension and POS operations.
• The RLDP transfers the BA learning into POS executions and business results.
• The RLDP coaches the BA to raise capability, improve performance and grow potential. 
• The RLDP elevates the BA learning journey by customizing learning solutions, coaching and monitoring progresses, and consequently creating impact on client experience and business results. 
• The RLDP supports people development by liaising with the Retail team in the BAs’ individual development.
• The RLDP connects between Learning and Retail, driving changes through coaching, role modeling and cross-function collaboration.
• The RLPD gives advice as an official and works closely with the retail team in the retail project to ensure the successful completion of the project.

Key Roles and Responsibilities  

Curate and provide personalized Learning journey & solutions for Beauty Advisors

Personalized learning journey & solutions

• Identify and analyze learning requirements based on individual and collective needs
• Recommend customized learning roadmaps, action plans and relevant content for individual BAs based on business performance and observations of client interactions at POS
• Deliver and/or monitor different learning solutions (e.g. coaching, on-site training, digital learning…etc.) on products, services, client experience and retail topics
• Monitor the progress of learning, evaluate the effectiveness and relevancy of the learning solutions, provide timely feedback to Learning team
• Track learning and coaching effectiveness by defined KPIs
• Work closely with BM/CM to curate each BA’s individual development plan based on the assessment of their development needs*

*determined by 1) floor observations; 2) BA’s own career goals; 3) BM/CM feedback

Coaching

• Use CHANEL’s Coaching philosophy & approach, including the use of provided coaching tools
• Seek an effective and proficient training methodology to enable new BA qualified and proficient to deliver chanel’s ultimate luxury experience to our clients.
• Schedule & plan 1 on 1 coaching sessions with each BA, with the objective of growing and supporting them to meet business KPIs in relation to 3-axis knowledge, expertise, services, job mission and client experience.
• Keep close track on BAs’ individual performances by their KPIs
• Observe BA-client interactions closely to identify BA’s potential and areas of improvement
• Develop a solid understanding of each BA’s strength & weaknesses, opportunities & challenges
• Engage BAs in regular coaching conversations to assist them in their learning and individual development
• Monitor BAs’ status and progress, feedback to BM/CM and Learning Manager and work together on development action plans for the BA as appropriate

Onboarding

• Kept informed of the new BAs hired.
• Design or develop a suitable learning agenda for NEW BA to enable them to smoothly onboard their jobs and be confident in their abilities.
• Lead the new BA learning community during the new BA onboarding phase by leveraging digital platform such as Inside Beauty.
• Check in regularly with the new BAs on their learning and assimilation into the new culture and environment.
• Check in regularly with the buddies to receive feedback on the BA’s learning progress and assimilation status
• Provide coaching to the new hires in product knowledge, services, selling skills and client experience as appropriate
• Feedback to BM/CM and Learning team on new BA onboarding status, and any concerns raised.
• Provide feedback to BM/CM on the BA’s probation outcome; participate in probation review meeting with the BA.
• Kept informed of coaching/training support required for extension cases.
• Work closely with the Learning team to provide any developmental support required.

Ensure Accuracy of POS Executions, enhance Client Experience and achieve Retail Excellence

• Be the master and ambassador of service protocols and standards for optimal client experience.
• Ensure BAs obtain the mind set and skills set required to achieve Retail Excellence priorities.
• Ensure BA’s ability in transferring their learning into daily applications at POS.
• Provide feedback to Learning team on the efficacy and relevancy of learning solutions.
• Monitor POS executions and provide timely coaching and feedback.
• Observe client-BA interactions to identify areas of improvement in client experience.
• Use CSS reports to define/refine client experience and advice learning plans adaptation.
• Share best practices and individual boutique strategies observed from the field to the Retail and office teams

 Collaborate on People Development

• Understand business/POS strategy, manpower requirements and people challenges.
• Maintain a close relationship with BAs to understand their needs, interests and concerns for personal & professional growth, so as to develop, motivate and retain BAs .
• Participate and provide advice on the people development discussions with Retail Manager and BM/CM (e.g. performance review, promotion decisions, building succession pipeline…etc.)
• Partner with Learning team and Retail team to map out potential career roadmap for BA .
• Maintain close relationship and collaboration with HR, L&D team and Retail team to strategize and develop a comprehensive individual development plan for BAs.

Measuring Effectiveness and Feedback on People/Client Intelligence

• Be accountable for client and employee loyalty quantitative and qualitative KPIs (TBC), such as:
  • No. of BAs coached/trained
  • No. of coaching/training hours
  • CSS in-store satisfaction scores
  • No. of curated BAs’ IDP based on business and individual’s priorities
  • Customer service complaints
  • 360 feedback survey scores
  • Etc.
• Share observations and feedback regarding market trends, client behaviors and other insights to office team.
• Proactively bringing people/client intelligence/pulse of the retail teams to Retail, Learning, HR and business GMs.

Academic / Professional Qualifications

• Bachelor degree or tertiary diploma

Work Experience

• At least three years’ work experience in selling, retail and/or client service
• At least three years’ work experience in people interactions, coaching & training, preferably in a managerial role
• Experience in the luxury goods industry is a plus

Required Competencies

• Strong communication and influence skills
• Strong passion for people development
• Strong vision in client service excellence with client-centric mindset
• Pleasant personality, energetic with sound interpersonal skills
• Open-minded, adaptable and able to exercise flexibility
• Strong planning and organizing skills
• Time and territorial management 
• Able to work independently and in mobility, with minimal supervision
• Able to work at the POS and retail hours
• Able to exercise assertiveness when required
• Be proficient at beauty categories

Preferred Competencies

• Learning Cycle and Adult Learning Principles
• Coaching principles and practices
• Strong feedback skills
• Instructional design skills is a plus 
• Possesses an innovative mindset

Key Interactions / Stakeholders:

Internal

• Retail team (Retail Managers / Area Sales Managers / Boutique Managers / Counter Managers)
• Learning team
• Office teams (Marketing, PR & Comms, VM, CRM)
• FBP division stakeholders (when required)
• HR, IT, Finance stakeholders
• Regional Retail and Learning teams / HR Business Partner

External

• Training vendors and consultants
• Hotels
• F&B providers
• Printers