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