Key Job Accountabilities:
To develop the training action plans, facilitate the appropriate programs, as well as managing service excellence of frontline teams, in line with the strategic objectives of Brands and Divisions.
- Plan, execute and evaluate training programs according to each Brand’s objectives
- Propose and implement appropriate training tools to enhance employee performance
- Incorporate relevant market trends and consumer insights into the training framework catering to regional specificities
- Participate in designing training activities, exercises, and evaluation for consistent education solution delivery
- Follow up on the training solutions with feedback and regular observations to improve training efficacy and efficiency
- Evaluate frontline team and individual performance to provide coaching and advice for improvement
- Proactively motivate and provide guidance for frontline teams on the field, as well as promoting collaboration
- Consolidate, analyze, and report on key performance indicators of the ongoing training activities
Key Skills:
Embodies Brand Identity & Knows Selective Beauty Universe
- Master brand identity and knows sense of purpose
- Masters fundamental knowledge: products, categories, gestures, sales and service
- Master competition, market, clients, and trends knowledge
Drives Business Through Service & Retail Education
- Elaborates service & retail education plans aligned with business priorities
- Cooperates with 360° internal and external stakeholders guarantying a consistent customer experience
Designs, Transmits & Empower
- Designs appropriate learning solutions for Customer Experience
- Delivers & transmits Education Contents
- Provides personalized follow-up & coaching
- Animates learning communities with passion
Elevates Customer Experience & Service Attitude
- Fosters empathy
- Knows customer profiles & transmits customer centricity
- Continuously elevates services standards and POS execution according to brand specificities
Requirements:
- Bachelor’s degree or above preferable in Business, Marketing or related discipline or equivalent professional certification
- Minimum 5 years of experience, preferably in cosmetics and retail environment
- Demonstrated strong communication and presentation skills to audiences of varying capacity is a must
- Excellent organization, negotiation, influencing skills is a strong plus
- Strong conceptual, analytical thinking, and problem-solving skills
- Has the aptitude and capacity to motivate, coach and train staff
- Strong sense of aesthetic sensibility and creativity, preferably having an in-depth product and brand knowledge
- High sense of luxury and service excellence is highly preferred
- Good understanding of FMCG or beauty industry