Fashion&WJF Division of Korea is looking for a Retail Learning & Development Partner, whose role is enabling Fashion Advisors and Jewelry Advisors to build confidence and make them feel empowered by offering customized learning solutions and individualized coaching.
<Job Mission>
- Coach FAs and JAs on adaptability and flexibility: coach FAs and JAs on customizing their behavior according to clients¡¯ personalities, engage and motivate FAs and Jas through floor coaching
- Customize, deliver and follow up on training: Tailor learning content based on FA¡¯s and JA¡¯s needs, deliver training using blended learning approach, monitor FA¡¯s and Ja¡¯s progress collaborating with L&D Team
- Support People Development: Collaborate with HR, Retail Managers, HOB /DHOB in people development (e.g. career path, C&B)
- Enable staffs to become front face of CHANEL: Engage and develop retail employees to transmit the brand values, inspire them to build emotional connection with our clients
<Key Roles and Responsibilities>
Customize, deliver, and follow up on Learning Path for Retail Team
- Observe client-staff interactions frequently, maintain close relationship with Retail Team to identify gaps in learning and development
- Maintain close relationship with FAs and JAs to identify their needs and concerns accordingly
- Identify and analyze learning and coaching requirements based on individual and collective needs for the boutique
- Recommend action plans and coaching plans for boutique staff
- Create, maintain, and monitor the progress of learning and coaching plans
- Deliver in-boutique learning sessions on products, service and strategies (e.g. WFJ new product training, new staff coaching, follow-up WFJ training and etc)
- Implement learning solutions including digital ones and drive digital learning
Coach FAs and JAs on adaptability and flexibility (in-floor coaching):
- Observe client-staff interactions closely and frequently to identify areas of improvement in FA¡¯s and JA¡¯s interactions with clients and other retail staffs
- Provide near-real time feedback to FAs and Jas based on coach¡¯s observation and insight, industry best practices, Chanel¡¯s FA and JA competency framework, Chanel¡¯s vital behavior framework and etc.
- Plan and track coaching conversations with boutique staff, with the objective of helping them to meet performance objectives and create client-centric experiences
- Engage in regular coaching conversations with boutique staff to assist in their learning and development journey
- Prioritize coaching on adaptability and flexibility (i.e. are FAs and JAs customizing their behavior based on various client¡¯s personalities? Are they flexible on selling approach based on client¡¯s needs?)
- Prioritize coaching on FA and JAs development (e.g. understanding their needs and concerns with personal and professional growth) to motivate and retain FAs and JAs
- With understanding of both client needs and FA¡¯s and JA¡¯s strengths and improvement areas, assist FAs and JAs to execute client action plans (created by Client Engagement Management Expert)
- Monitor progress and feedback to both CEM expert and FA and JA on client action plans
- Ensure appropriate application of soft skills to support the Client Experience (e.g. Story making to connect with clients)
Support People Development
- Understand boutique strategy, manpower requirements and people challenges
- Partner with Head of Boutique/DHOB, HR, Retail Managers to strategize and develop a comprehensive people development plan (e.g. career path, C&B)
- Report to HOBs/ DHOBs on staffs¡¯ ongoing performance review, feedback and coaching plans
- Participate in people discussions with HOB/DHOB (e.g. performance review, promotion decisions, etc.)
Onboarding Planning for New Hires
- Offer customized on-boarding experience to new hires
- Coach new hires in product knowledge, selling skills and client service using blended learning approaches
- Equip on boarding buddy to support new hires
- Monitor and track progress of customized coaching plans for new hires
Collaboration with experts
- Partner with other relevant stakeholders (on an as-need basis) to curate training content and advise partners on optimal training delivery method
- Identify areas of improvements for all expert group and work with relevant teams to prescribe follow up actions
Measuring Effectiveness and Feedback on People and Client Intelligence
- Be accountable for clients and employees¡¯ loyalty with quantitative and qualitative KPIs such as:
- Client survey satisfaction scores
- Client retention
- Staff turnover
- Feedback from FAs and JAs
- Etc.
- Track learning and coaching effectiveness by defined KPIs
- Share observations and feedback regarding staff performance with HOB/ DHOB
- Share observations and feedback regarding client profiles, behavior, and other insights
- Use CSS reports to define/refine individual learning plans for staff
- Partner with HOB/ DHOB in communicating selected strategic messages to boutique staff
<Academic / Professional Qualifications>
<Work Experience>
- At least three years¡¯ retail or retail management experience with a client-centric mindset
- Experience in the luxury goods industry and coaching/training is a plus
<Required Competencies>
- Strong passion for people development and client service excellence
- Strong belief in investing in personalized learning paths for employees
- Open-minded, adaptable and able to exercise flexibility
- Presentation and communication skills
- Pleasant personality, energetic with sound interpersonal skills
- Strong planning skills
- Client-centric mind set
- Organized and works independently with minimal supervision
- Able to exercise assertiveness when required
- Able to work at the POS and retail hours
<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