Key Job Accountabilities:

The Retail Learning & Consumer Experience Manager will be responsible for developing a strategy to prioritize learning in the Retail occupation at the Corporate level. Working closely with Business Unit Retail Education teams, the role will help to enhance group service capacity at each market, facilitate increased motivation within the Beauty Advisors team and to drive sustainable business growth.
 

The manager's optimized omnichannel (O+O) learning strategy will focus on achieving business objectives through enhanced field operations and service excellence. This strategy will utilize blended learning to equip beauty advisors, retail staff, and training teams with the necessary tools for success, including:

• In-depth brand knowledge
• Comprehensive category expertise
• Professional selling methodologies
• A customer-centric service mindset.

Descriptions:

*Design, Transmit & Empower to enhance Customer Experience & Service Attitude

• Design a consumer experience evaluation program 
• Elaborate service & retail education plans aligned with business priorities
• Customize programs to meet the business needs and priorities, considering each market's competitive landscape and culture. 
• Work with service providers to ensure timely and effective delivery of CXE programs, focusing on key performance indicators.
• Enhance field team coaching capabilities to drive consistent service delivery.

*OMNI Retail Learning Program Delivery for Training and Field Teams

• Partner with retail learning team to include service education plans to meet overall business priorities
• Design appropriate omni-learning resources, and training interventions to narrow service knowledge and service performance gaps 
• Deliver & transmit content strategy for stakeholders to implement service excellence topics on e-learning platform
• Create a training follow-up/refresher event cycle calendar on positive service and selling topics.
• Lead the Train the Trainers programs in partnership with Regional academy team in different locations of APAC

*Lead Retail Learning for Retail Learning Team & Commercial Service Teams

• Provide direction for regional Learning and Service teams 
• Assess learning and skillset gaps and bridge programs to support ongoing development of trainers and field teams.
• Provide professional and skillsets development of both training and service fronts
• Acts as conduit between Markets, Regional and Global Teams

*Lead the Development and Execution of BA Motivation Programs

• Partner with stakeholders to design and execute programs that inspire and engage.
• Foster a culture of recognition and growth.
• Create a positive and supportive environment where achievements are celebrated, and BAs are empowered to develop their skills and advance their careers.
• Empower BAs to achieve extraordinary service excellence and sales results.
• Equip and motivate BA teams to reach their full potential, contributing significantly to the overall success of the POS

*Program/Project Administration 

• Develop and articulate compelling visions to others. 
• Create project plans, document delivery timelines, resource requirements, costs and deliverables.
• Manage training logistics: Communications, venue planning, travel, materials' translation and production. 
• Create training plan and forecast expenses for Company Budget submission each year. 
• Training data compilation for reporting. 
• On-going measurement of programs' effectiveness and efficiency.
• Plan and implement annual awards

Key Requirements:

• A minimum of 5-7 years’ experience shaping and driving training programs with visible results
• Experience in team management is a plus 
• Shown ability to design learning strategy and annual program, including service excellence evaluation program framework and internal E-learning platform, that linked to organization goals 
• Experience with Beauty / FMCG Retail population is highly appreciated. Experience in Travel Retail environment is a plus. 
• Demonstrated ability to work independently in areas of ambiguity
• Ability to build effective relationships in a cross-functional team environment with demonstrated success in managing international collaborations
• Strong verbal and written communication and consistent attention to details 
• Experience in interacting with and influencing all levels of Management the brand stakeholders