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 TeamSupport 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 TeamObserve 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 boutiqueRecommend action plans and coaching plans for boutique staffCreate, 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 learningCoach 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 journeyPrioritize 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 JAsWith 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 plansEnsure appropriate application of soft skills to support the Client Experience (e. g.

Story making to connect with clients)Support People DevelopmentUnderstand boutique strategy, manpower requirements and people challengesPartner 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 plansParticipate in people discussions with HOB/DHOB (e. g. performance review, promotion decisions, etc.

)Onboarding Planning for New HiresOffer customized on-boarding experience to new hiresCoach new hires in product knowledge, selling skills and client service using blended learning approachesEquip on boarding buddy to support new hires Monitor and track progress of customized coaching plans for new hires Collaboration with expertsPartner with other relevant stakeholders (on an as-need basis) to curate training content and advise partners on optimal training delivery methodIdentify areas of improvements for all expert group and work with relevant teams to prescribe follow up actionsMeasuring Effectiveness and Feedback on People and Client IntelligenceBe accountable for clients and employees’ loyalty with quantitative and qualitative KPIs such as:

Client survey satisfaction scoresClient retentionStaff turnoverFeedback from FAs and JAsEtc.

Track learning and coaching effectiveness by defined KPIs Share observations and feedback regarding staff performance with HOB/ DHOBShare observations and feedback regarding client profiles, behavior, and other insights Use CSS reports to define/refine individual learning plans for staffPartner with HOB/ DHOB in communicating selected strategic messages to boutique staffBachelor degreeAt least three years’ retail or retail management experience with a client-centric mindsetExperience in the luxury goods industry and coaching/training is a plusStrong passion for people development and client service excellenceStrong belief in investing in personalized learning paths for employeesOpen-minded, adaptable and able to exercise flexibility Presentation and communication skillsPleasant personality, energetic with sound interpersonal skillsStrong planning skills Client-centric mind setOrganized and works independently with minimal supervisionAble to exercise assertiveness when requiredAble to work at the POS and retail hoursCoaching principles and practicesStrong feedback skills Instructional design skills is a plus