Retail Learning & Development Partner

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.

• 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
  
  
  

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
• Bachelor degree
• 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
• 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
  
  
  
  
  

• Coaching principles and practices
• Strong feedback skills
• Instructional design skills is a plus