Retail Learning and Development Partner

Job description

Customize, deliver, and follow up on Learning Path for Retail Team 
To become FA’s trusted “go-to” advisor in Learning and Development, empower FAs to raise their concerns in a structured and logical manner 

·  Observe client-staff interactions frequently, maintain close relationship with Retail Team to identify gaps in learning and development
·  Maintain close relationship with FAs to identify and escalate their needs and concerns accordingly
·  Identify and analyze learning and coaching requirements based on individual and collective needs for the boutique
·  Co-owns/develop customized learning roadmaps and content with “office” L&D team
·  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 (e.g. Flash Training, MM sessions, collection briefing)  and/or out-of-boutique group learning sessions (e.g. New Hire Onboarding, Message mode sessions, Expert modules) on product, services and strategy
·  Implement learning solutions (including digital ones) and drive digital learning

Coach FAs (Fashion Advisors) on adaptability and flexibility (in-floor coaching).
To enable FAs (as the face of CHANEL) to build emotional connection with clients by customizing their behaviors for different client personalities.

·  Observe client-staff interactions closely and frequently to identify areas of improvement in FA’s interactions with clients and other retail staff 
·  Provide near-real time feedback to FAs based on coach’s experience, industry best practices, Chanel’s FA competency framework, Chanel’s vital behavior framework, 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 journeys
·  Prioritize adaptability and flexibility coaching (i.e. are FAs customizing their behavior based on various client’s personality / flexible on selling approach based on client’s needs) 
·  Prioritize coaching on FA development (e.g. understanding their needs and concerns with personal and professional growth) to motivate and retain FAs 
·  With understanding of both client needs and FA strengths and improvement areas, assist FAs to execute client action plans (created by Client Engagement Management (CEM) Expert)
·  Monitor progress and feedback to both CEM expert and FA on client action plans
·  Collaborate with Watches and Fine Jewelry (WFJ) team to coach on WFJ selling ceremonies and soft skills
·  Ensure appropriate selling ceremony is carried out, e.g. WFJ products are always offered to clients as part of the Chanel allure, from the beginning of the presentation
· 
Ensure appropriate application of soft skills to support the Client Experience, e.g. Story making to connect with clients

Support People Development 

To bring the best out the FAs by raising the awareness of the importance of FA’s role and developing their careers.

· 
Understand boutique strategy, manpower requirements and people challenges

· 
Partner with Head of Boutique/Deputy Head of Boutique, Human Resource (HR), Retail Managers to strategize and develop a comprehensive people development plan (e.g. career path, Compensation & Benefits)

· 
Participate in people discussions with Head of Boutiques/Deputy Head of Boutiques (e.g. performance review, promotion decisions, etc.)
Onboarding Planning for New Hires 
·  Put together customized on boarding experience for new hires and deploy accordingly 
· 
Coach new hires in product knowledge, selling skills and client service (from My CHANEL Essentials and The CHANEL Experience contents) using blended learning approaches

· 
Equip on boarding buddy to support new hires 

· 
Monitor and track progress of integration for new hires 

Collaboration with experts 

·  Collaborate with CEM expert to refine, customize and execute client action plans based on FA profile
·  Collaborate with “office” Learning & Development (L&D) team to co-develop learning paths for retail teams 
·  Partner with other relevant stakeholders  (on an as-need basis) to curate learning content and advise partners on optimal training delivery method
·  WFJ: Will identify areas of improvement (Fashion Advisor / Timepieces & Fine Jewellery Specialist (TFJS) / Timepieces & Fine Jewellery Expert (TFJE)) and work with relevant SME (TFJS/TFJE/FAS Learning/WFJ Learning) to prescribe follow up actions
·  WFJ: Complement TFJS/TFJE roles (Product expertise) to ensure WFJ learning is holistically & consistently applied

Measuring Effectiveness and Feedback on People and Client Intelligence

·  Be accountable for client and employee loyalty quantitative and qualitative Key Performance Indicators (KPIs) such as: Client Survey satisfaction scores; Client retention / loyalty; Staff turnover
·  Track learning and coaching effectiveness by defined KPIs
·  Share observations and feedback regarding staff performance with Boutique Management
·  Share observations and feedback regarding client trends, behavior, and other insights
·  Proactively bringing people/client intelligence/pulse of the retail teams to retail and business
·  Use Customer Service Survey reports to define/refine learning plans for staff
·  Partner with Head of Boutiques/Deputy Head of Boutiques in communicating selected strategic messages to boutique staff