Education Manager - LUXE - Singapore
L'Oréal Luxe SG is on a journey to become the leading omni-channel beauty group. We started our journey focusing on bringing together and integrating our businesses and teams in retail & digital. The We continued the journey becoming intentionally omnichannel and elevating key decisions across the business - on spending, priorities and projects - to be driven by principles and metrics that are strategically channel aligned. In the present state, we aspire to build on the existing momentum to double down on what’s working and experimenting with newer areas to constantly find our true north in omnichannel.
The Education Manager will be instrumental in transforming our Beauty Advisors into highly effective Omni-Beauty Advisors, elevating the point of sale into a genuine point of experience. This role leads the development and execution of a compelling education strategy, working closely with key internal partners across the LUXE division to improve customer experience and foster strong Beauty Advisor community engagement. By empowering Omni-Beauty Advisors with comprehensive knowledge, cutting-edge education, and proficiency in digital retail tools, this role ensures they are expertly equipped to serve our customers. The Education Manager will drive an omnichannel mindset among the teams, defining, spreading, and measuring the effective use of educational strategies that support core omnichannel metrics and leverage digital touchpoints (e.g., BACC, iBeauty etc.)
This role is responsible for leading the Omni-Beauty Advisor team towards extraordinary results and services, accelerating the business through effective education and enhanced customer experience.
Key Job Responsibilities:
Education Strategy & Development:
- Develop and execute a comprehensive and innovative education strategy aligned with brands objectives and omnichannel vision.
- Design, implement, and continuously refine end-to-end educational programs focused on elevating the customer experience, from new product launches to daily service excellence.
- Drive educational innovation, integrating new learning methodologies and content across all distribution channels and customer touchpoints.
- Creation and adaptation of all educational materials, ensuring consistency and alignment with brand guidelines and global strategies.
Beauty Advisor Empowerment & Community:
- Lead the transformation of Beauty Advisors into highly skilled Omni-Beauty Advisors, proficient in both in-store and digital customer engagement.
- Build and nurture a strong, engaged Beauty Advisor community, fostering a culture of continuous learning, sharing best practices, and collaborative development.
- Empower Beauty Advisors with in-depth product knowledge, service protocols, digital retail tools, and omnichannel engagement strategies.
- Monitor and enhance the customer experience by ensuring Beauty Advisors consistently deliver a high level of service excellence through measurable education tools and feedback loops.
- Conduct and support on-ground masterclasses/ live-streaming/events or other on-ground activations with education expertise
Beauty Tech & Digital Tools Management:
- Conduct training and refresher programs on Beauty Tech devices such as SkinScreen, Pro Radiance Booster etc. Monitor Beauty Tech utilization performance across point of sales and propose activation strategies to improve engagement, diagnosis conversion and basket building opportunities.
- Implement training modules that maximize the use of digital retail tools (e.g., iBeauty, Beauty Tech) and customer engagement tool (e.g., BACC) for enhanced customer interaction and education delivery.
- Manage BACC Ecosystem: Oversee account creation, develop standard customer follow up templates and monitor usage rates to ensure 100% platform adoption.
- Track iBeauty usage performance and support capability enhancement initiatives to ensure 100% consistent usage across all touchpoints.
- Drive E-Learning Excellence: Oversee module completion rates and implement reinforcement strategies to ensure 100% team completion.
- Drive the adoption and proficiency of all Beauty Advisors in utilizing omnichannel technologies to create seamless customer journeys.
Service Performance Tracking & Action Planning
- Track and analyze Customer Experience performance reports (Customer Experience Evaluation (CXE) and Net Promoter Score (NPS) on a timely basis.
- Analyze service performance trends and propose action plans to improve customer experience, consultation quality. service consistency and customer satisfaction scores.
- Handle and follow up customer complaints and enquiries in a professional and timely manner.
Learning Tracking & Analysis:
- Establish and monitor key performance indicators (KPIs) for education effectiveness, including knowledge retention, skill application, and customer satisfaction improvements resulting from enhanced BA capabilities.
- Analyze training effectiveness, identifying areas for improvement and proposing solutions to optimize learning outcomes.
- Conduct thorough post-program debriefs on education initiatives, capturing key learnings and best practices.
Leadership & Development:
- Be a strong, value-driven leader who inspires, develops, and challenges the education team and Beauty Advisors to achieve excellent results.
- Oversee the education plans for the Beauty Advisor population, from onboarding to continuous professional development and retention.
- Coach, motivate, and develop Counter/Store Leads and Senior Beauty Advisors, taking corrective measures to strengthen their performance.
- Supervise and support Beauty Advisor training and development programs.
- Oversee the continuous upskilling of the retail population, maximizing empowerment and enablement through education.
- Monitoring education expenses and ensure training activities are conducted within approved budget.
- Manage uniform and service tools ordering, distribution in accordance with operational needs
- Work closely with Senior Manager to provide regular updates on training focus and proposals, coaching outcomes and service performance improvement.
- Collaborate with Retail team to elevate BA capabilities and with Marketing team to align training initiatives with the 360° launch calendar.
KPIs include:
• Service Excellence KPIs - NPS, CXE
• Productivity - Store and BA
• Brand omni-channel KPI’s
• BA Pulse Results - Engagement & Enablement
Requirements
- Minimally 6 to 8 years of progressive experience in education, training, and learning & development, ideally within the beauty or makeup industry.
- Possess skincare,makeup,fragrance certifications/ expertise
- An outgoing personality, coupled with strong networking and influencing skills to foster collaborative learning environments.
- Excellent communication skills, fluent in English language (both verbal and written), with the ability to articulate complex concepts clearly and engagingly.
- Keen eye for details, combined with strong problem-solving and project management skills to effectively design and execute educational programs.
- Proven ability to multi-task effectively and maintain high energy levels to deliver comprehensive training initiatives within tight timelines.
- Exceptional ability to communicate and collaborate effectively with internal and external partners, adept at anticipating and addressing diverse learning needs.
- Strong business and retail acumen, with a data-driven and analytical mindset to measure the effectiveness of education programs, learning outcomes, and their impact on enhancing customer experience and Beauty Advisor capabilities.