Learning and Transformation Coach

Job description

  

Cartier, l'artisan des passions.

LEARNING AND TRANSFORMATION COACH - NORTHWEST

 

 

OVERVIEW

The Learning & Transformation Coach (LTC) is a key member of Cartier’s Learning & Transformation Team that is charged with enhancing the knowledge and skill development of Cartier’s boutique team members as well as our wholesale points of sale partners. The LTC is expected to use a range of coaching skills (such as goal-setting, questioning, active listening, and reformulation) and training methodology (such as in-person, blended, self-directed, and experiential) to support continued learning and foster a transformative mindset. The LTC collaborates with a cross-functional group of internal partners (Learning & Transformation Leadership, Human Resources Business Partner [HRBP], Regional Commercial Leadership, Operations, etc.) to help identify and address knowledge/skill gaps, to recommend, develop and facilitate the appropriate learning plans, and to support and measure the learning transfer to on-the-job performance. The LTC helps individuals achieve business objectives by fostering open communication between all levels of the organization.

 

 

KEY RESPONSIBILITIES

Coaching, Learning & Development:

·  Identify and align the regional learning and coaching goals based on the annual commercial action plans in collaboration with the Learning & Transformation Leadership, Regional Commercial Leadership, and HRBPs. Areas of focus may include, but not limited to, client experience, high jewelry, client relationship development, and selling skills
·  Partner with the instructional design team to perform gap analyses, to develop and facilitate the appropriate learning plans, and facilitate the transfer of learning to on-the-job performance through boutique-wide or one-on-one coaching initiatives
·  Implement network-wide, regional, and boutique level training programs to support team member development in the achievement of business goals
·  Design and develop micro-trainings to address specific localized learning needs within a boutique
·  Support the boutique management team in the execution of the new hire onboarding program within the boutique and region
·  Integrate and manage the learning measurement strategy based on the Kirkpatrick Model of training effectiveness. Foster open communication by sharing results, addressing shortfalls, and course correct the training approach when needed
·  Support the coaching skill development of boutique leadership (“Coach the Coach”)
·  Partner with the boutique management team to coach the sales associates in all aspects of our sales and service fundamentals, My Cartier Touch
·  Develop and enhance the boutique teams’ selling skills and client development planning by partnering with boutique management to observe customer interactions, perform role plays, and lead coaching sessions that help to build genuine, long-lasting client relationships
·  Provide coaching and training support at all levels of the commercial team to improve after-sales care service results in an effort to strengthen and improve brand loyalty
·  Partner with Director of Learning & Transformation and boutique managers to create boutique visit plans
·  Support our Specialist Retail (Wholesale) partners to maintain and enhance the Cartier Ambassador program
·  Develop and facilitate Specialist Retail training events as needed                                                                                                                                                                                                                                                                                                                                                                                                                                                                     

 

Collaboration and Partnership:

·  Build strong partnership with the Commercial Regional Director to create and implement the learning strategy for the region
·  Collaborate with boutique managers on learning needs assessments, boutique visit planning, and monitoring progress toward defined learning goals.
·  Ongoing communication and partnership with the AVP and Director of Learning & Transformation on the progress of coaching and training initiatives within the region
·  Engage and collaborate with key company subject matter experts within the Client Experience, CRM, High Jewelry, Marketing, and Operations teams to support the development and implementation of critical learning programs
·  Develop a strong partnership with the HRBP to ensure alignment on messaging and priorities, and to create an environment of open communication and feedback
·  Maintain a strong peer network among all members of the Learning & Transformation Team

 

 

 

JOB PROFILE

·  Bachelor’s Degree is required
·  Minimum of 5 years Learning & Development experience required, preferably in a retail environment, that includes facilitation of large and small training sessions
·  Prefer 2 years demonstrated experience in coaching within a luxury retail or hospitality environment with an emphasis on client development and customer service excellence
·  Previous leadership experience in a retail sales environment preferred; Background in luxury retail products is a plus
·  Demonstrated ability to create strong cross-functional relationships that build trust and credibility with a diverse team of internal business partners
·  Ability to adapt interpersonal communication style to a diverse team of internal business partners
·  Experience applying the ADDIE or similar needs assessment model
·  Demonstrated knowledge of the principles of adult learning
·  Kirkpatrick Training Effectiveness certification is a plus
·  Associate Professional in Talent Development (APTD), Certified Professional in Learning Performance (CPLP), or Associate Certified Coach (ACC) accreditation is a plus
·  Computer proficiency in Word, Excel, and PowerPoint is required
·  Must be fluent in reading, writing, and speaking English; Spanish or Mandarin language skills are a plus
·  Ability to accommodate 60%-70% Travel

 

 

JOB LOCATION

·  The candidate must reside either in the San Francisco Bay Area (within commute distance to Palo Alto, San Francisco, and Santa Clara) or Las Vegas, NV. 
·  Interested candidates living outside of these two geographic areas must be willing to relocation to one of these two area.
·  Position supports the learning function for Cartier Retail and Wholesale commercial operations in Northern California, Nevada, Arizona and Northwest U.S. and Canada.