retail learning and Development partner

Job Mission:

• In line with the FBP (Fragrance & Beauty Product) strategies and business priorities, the Retail Learning & Development Partner (RLDP) develops the Retail team of tomorrow (including Beauty Advisors, Expert team, and Store Manager team) with capabilities beyond products, to excel in client experience and retail excellence.

• The RLDP transfers the Retail learning into POS executions and business results.

• The RLDP coaches the Retail team to raise capability, improve performance and grow potential.

• The RLDP elevates the Retail team 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 of Retail team

• The RLDP connects between Learning and Retail, driving changes through coaching, role modeling and cross-function collaboration.



Key Roles and Responsibilities:



1. Curate and provide personalized Learning journey & solutions for Retail team

a. Personalised learning journey & solutions

• Identify and analyze learning requirements based on individual and collective needs

• Recommend customized learning road maps, action plans and relevant content for individual BAs / Expert team / Store Manager team based on business performance and observations of client interactions at POS

• Deliver and/or monitor different learning solutions (eg. 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 Store Managers to curate each BA's & Expert's individual development plan based on the assessment of their development needs* *determined by 1) floor observations; 2) Individual's own career goals; 3) Store Manager feedback



b. Coaching

• Use CHANEL Coaching philosophy & approach, and the provided coaching tools in coaching

• Schedule & plan 1 on 1 coaching sessions with each Retail member, 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 Retail's individual performances by the KPIs

• Observe closely Advisor-client interactions to identify the individual's potential and areas of improvement

• Develop a solid understanding of each Individual strength & weaknesses, opportunities & challenges

• Engage in regular coaching conversations with Retail team to assist in their learning and individual development

• Monitor Retail team status and progress, feedback to Division Head and People & Organization Manager, work together on development action plans as appropriate



c. Onboarding

• Keep informed of the new Retail team hired. Support each new individual thru their first 3 months onboarding, and their first full year with the Brand

• Lead the learning community during the new Retail team 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 learning progress of the team

• Provide coaching to the new hires in product knowledge, services, selling skills and client experience as appropriate

• Feedback to Store Managers and Learning team on new BA onboarding status, and any concerns raised.

• Provide feedback to Store Managers on the probation outcome; participate in probation review meeting.

• Keep informed of coaching/training support required for extension cases.

• Work closely with Learning team to provide any developmental support required.



2. 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 Retail team obtain the mind set and skills set required to achieve Retail Excellence priorities.

• Ensure Retail team'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



3. Collaborate on People Development

• Understand business/POS strategy, manpower requirements and people challenges.

• Maintain a close relationship with Retail team to understand their needs, interests and concerns for personal & professional growth, so as to develop, motivate and retain the team.

• Participate and provide advice on the people development discussions with Retail Manager and Store Managers (e.g. performance review, promotion decisions, building succession pipeline...etc.)

• Partner with Learning team and Retail team to map out potential career roadmap for Retail team

• Maintain close relationship and collaboration with HR, L&D team and Retail team to strategize and develop a comprehensive individual development plan for Retail level



4. Measuring Effectiveness and Feedback on People/Client Intelligence

• Be accountable for client and employee loyalty quantitative and qualitative KPIs (TBC) , such as: o No. of BAs coached o No. of coaching hours o CSS in-store satisfaction scores o Customer service complaints o 360 feedback survey scores o 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.