Retail L&d Partner

1 week ago

Hanoi, Hanoi, Vietnam Talentnet Full time
Luxury Goods

RESPONSIBILITIES:

Curate and provide personalized Learning journey & solutions for Retail team

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 / Expert team / Store Manager team based on business performance and observations of client interactions at POS
  • Deliver and/or monitor different learning solutions (eg. coaching, onsite 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 Store Managers to curate each BA's & Expert's individual development plan based on the assessment of their development needs* determined by 1) floor observations; 2) Individual's own career goals; 3) Store Manager feedback

Coaching

  • Use Coaching philosophy & approach, and the provided coaching tools in coaching
  • Schedule & plan 1 on 1 coaching sessions with each Retail member, with the objective of growing and supporting them to meet business KPIs in relation to 3axis knowledge, expertise, services, job mission and client experience
  • Keep close track on Retail's individual performances by the KPIs
  • Observe closely Advisorclient interactions to identify the individual's potential and areas of improvement
  • Develop a solid understanding of each Individual strength & weaknesses, opportunities & challenges
  • Engage in regular coaching conversations with Retail team to assist in their learning and individual development
  • Monitor Retail team status and progress, feedback to Division Head and People & Organization Manager, work together on development action plans as appropriate

Onboarding

  • Keep informed of the new Retail team hired. Support each new individual thru their first 3 months onboarding, and their first full year with the Brand
  • Lead the learning community during the new Retail team 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 learning progress of the team
  • Provide coaching to the new hires in product knowledge, services, selling skills and client experience as appropriate
  • Feedback to Store Managers and Learning team on new BA onboarding status, and any concerns raised.
  • Provide feedback to Store Managers on the probation outcome; participate in probation review meeting.
  • Keep informed of coaching/training support required for extension cases.
  • Work closely with 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 Retail team obtain the mind set and skills set required to achieve Retail Excellence priorities.
  • Provide feedback to Learning team on the efficacy and relevancy of learning solutions.
  • Monitor POS executions and provide timely coaching and feedback.
  • Observe clientBA 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 Retail team to understand their needs, interests and concerns for personal & professional growth, so as to develop, motivate and retain the team.
  • Participate and provide advice on the people development discussions with Retail Manager and Store Managers (e.g. performance review, promotion decisions, building succession pipeline etc.)
  • Partner with Learning team and Retail team to map out potential career roadmap for Retail team
  • Maintain close relationship and collaboration with HR, L&D team and Retail team to strategize and develop a comprehensive individual development plan for Retail level

Measuring Effectiveness and Feedback on People/Client Intelligence

  • Be accountable for client and employee loyalty quantitative and qualitative KPIs (TBC), such as:
  • No. of BAs coached
  • No. of coaching hours
  • CSS instore satisfaction scores o Customer service complaints
  • 360 feedback survey scores
  • Etc.
  • 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 GM

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