Retail Learning and Development Partner (Fragrance & Beauty Products)

Job description

Job Mission:

·  In line with the FBP strategies and business priorities, the Retail Learning & Development Partner (RLDP) develops the BA of tomorrow with capabilities beyond products, to excel in client experience and retail excellence . 
·  The RLDP transfers the BA learning into POS executions and business results.
·  The RLDP c oaches the BA to raise capability, improve performance and grow potential. 
·  The RLDP elevates the BA 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 by liaising with the Retail team in the BAs’ individual development.
·  The RLDP connects between Learning and Retail , driving changes through coaching, role modeling and cross-function collaboration.

Key Roles and Responsibilities:  

Curate and provide personalized Learning journey & solutions for Beauty Advisors

Personalised learning journey & solutions

·  Identify and analyze learning requirements based on individual and collective needs
·  Recommend customized learning roadmaps, action plans and relevant content for individual BAs based on business performance and observations of client interactions at POS
·  Deliver and/or monitor different learning solutions (e.g. 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 BM/CM to curate each BA’s individual development plan based on the assessment of their development needs

Coaching

·  Use CHANEL’s Coaching philosophy & approach, including the use of provided coaching tools
·  Schedule & plan 1 on 1 coaching sessions with each BA, 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 BAs’ individual performances by their KPIs
·  Observe BA-client interactions closely to identify BA’s potential and areas of improvement
·  Develop a solid understanding of each BA’s strength & weaknesses, opportunities & challenges
·  Engage BAs in regular coaching conversations to assist them in their learning and individual development
·  Monitor BAs’ status and progress, feedback to BM/CM and Learning Manager and work together on development action plans for the BA as appropriate

Onboarding

·  Keep informed of the new BAs hired.
·  Lead the new BA learning community during the new BA 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 BA’s learning progress and assimilation status
·  Provide coaching to the new hires in product knowledge, services, selling skills and client experience as appropriate
·  Feedback to BM/CM and Learning team on new BA onboarding status, and any concerns raised.
·  Provide feedback to BM/CM on the BA’s probation outcome; participate in probation review meeting with the BA.
·  Keep informed of coaching/training support required for extension cases.
·  Work closely with the Learning team to provide any developmental support required.

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 BAs obtain the mind set and skills set required to achieve Retail Excellence priorities.
·  Ensure BA’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

 Collaborate on People Development

·  Understand business/POS strategy, manpower requirements and people challenges.
·  Maintain a close relationship with BAs to understand their needs, interests and concerns for personal & professional growth, so as to develop, motivate and retain BAs .
·  Participate and provide advice on the people development discussions with Retail Manager and BM/CM (e.g. performance review, promotion decisions, building succession pipeline…etc.)
·  Partner with Learning team and Retail team to map out potential career roadmap for BA .
·  Maintain close relationship and collaboration with HR, L&D team and Retail team to strategize and develop a comprehensive individual development plan for BAs.

Measuring Effectiveness and Feedback on People/Client Intelligence

·  Be accountable for client and employee loyalty quantitative and qualitative KPIs
·  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.

Academic / Professional Qualifications

·  Bachelor degree or tertiary diploma

Work Experience

·  At least three years’ work experience in selling, retail and/or client service
·  At least three years’ work experience in people interactions, coaching & training, preferably in a managerial role
·  Experience in the luxury goods industry is a plus

Required Competencies

·  Strong communication and influence skills
·  Strong passion for people development
·  Strong vision in client service excellence with client-centric mindset
·  Pleasant personality, energetic with sound interpersonal skills
·  Open-minded, adaptable and able to exercise flexibility
·  Strong planning and organizing skills
·  Time and territorial management 
·  Able to work independently and in mobility, with minimal supervision
·  Able to work at the POS and retail hours
·  Able to exercise assertiveness when required

Preferred Competencies

·  Learning Cycle and Adult Learning Principles
·  Coaching principles and practices
·  Strong feedback skills
·  Instructional design skills is a plus 
·  Possesses an innovative mindset