Fashion & WFJ Division of Korea is looking for a Retail Learning & Development Partner, whose role is enabling Fashion Advisors and Jewelry Advisors to build confidence and make them feel empowered by offering customized learning solutions and individualized coaching.

• Coach FAs and JAs on adaptability and flexibility: coach FAs and JAs on customizing their behavior according to clients’ personalities, engage and motivate FAs and Jas through floor coaching

• Customize, deliver and follow up on training: Tailor learning content based on FA’s and JA’s needs, deliver training using blended learning approach, monitor FA’s and Ja’s progress collaborating with L&D Team

• Support People Development: Collaborate with HR, Retail Managers, HOB /DHOB in people development (e.g. career path, C&B)

• Enable staffs to become front face of CHANEL: Engage and develop retail employees to transmit the brand values, inspire them to build emotional connection with our clients

Customize, deliver, and follow up on Learning Path for Retail Team

• Observe client-staff interactions frequently, maintain close relationship with Retail Team to identify gaps in learning and development

• Maintain close relationship with FAs and JAs to identify their needs and concerns accordingly

• Identify and analyze learning and coaching requirements based on individual and collective needs for the boutique

• Recommend action plans and coaching plans for boutique staff

• Create, maintain, and monitor the progress of learning and coaching plans

• Deliver in-boutique learning sessions on products, service and strategies (e.g. WFJ new product training, new staff coaching, follow-up WFJ training and etc)

• Implement learning solutions including digital ones and drive digital learning

Coach FAs and JAs on adaptability and flexibility (in-floor coaching):

• Observe client-staff interactions closely and frequently to identify areas of improvement in FA’s and JA’s interactions with clients and other retail staffs

• Provide near-real time feedback to FAs and Jas based on coach’s observation and insight, industry best practices, Chanel’s FA and JA competency framework, Chanel’s vital behavior framework and etc.

• Plan and track coaching conversations with boutique staff, with the objective of helping them to meet performance objectives and create client-centric experiences

• Engage in regular coaching conversations with boutique staff to assist in their learning and development journey

• Prioritize coaching on adaptability and flexibility (i.e. are FAs and JAs customizing their behavior based on various client’s personalities? Are they flexible on selling approach based on client’s needs?)

• Prioritize coaching on FA and JAs development (e.g. understanding their needs and concerns with personal and professional growth) to motivate and retain FAs and JAs

• With understanding of both client needs and FA’s and JA’s strengths and improvement areas, assist FAs and JAs to execute client action plans (created by Client Engagement Management Expert)

• Monitor progress and feedback to both CEM expert and FA and JA on client action plans

• Ensure appropriate application of soft skills to support the Client Experience (e.g. Story making to connect with clients)

Support People Development:

• Understand boutique strategy, manpower requirements and people challenges

• Partner with Head of Boutique/DHOB, HR, Retail Managers to strategize and develop a comprehensive people development plan (e.g. career path, C&B)

• Report to HOBs/ DHOBs on staffs’ ongoing performance review, feedback and coaching plans

• Participate in people discussions with HOB/DHOB (e.g. performance review, promotion decisions, etc.)

Onboarding Planning for New Hires:

• Offer customized on-boarding experience to new hires

• Coach new hires in product knowledge, selling skills and client service using blended learning approaches

• Equip on boarding buddy to support new hires

• Monitor and track progress of customized coaching plans for new hires

Collaboration with experts

• Partner with other relevant stakeholders (on an as-need basis) to curate training content and advise partners on optimal training delivery method

• Identify areas of improvements for all expert group and work with relevant teams to prescribe follow up actions

Measuring Effectiveness and Feedback on People and Client Intelligence

• Be accountable for clients and employees’ loyalty with quantitative and qualitative KPIs such as:

Client survey satisfaction scores

• Client retention

• Staff turnover

• Feedback from FAs and JAs

• Etc.

• Track learning and coaching effectiveness by defined KPIs

• Share observations and feedback regarding staff performance with HOB/ DHOB

• Share observations and feedback regarding client profiles, behavior, and other insights

• Use CSS reports to define/refine individual learning plans for staff

• Partner with HOB/ DHOB in communicating selected strategic messages to boutique staff

• Bachelor degree

• At least three years’ retail or retail management experience with a client-centric mindset

• Experience in the luxury goods industry and coaching/training is a plus

• Strong passion for people development and client service excellence

• Strong belief in investing in personalized learning paths for employees

• Open-minded, adaptable and able to exercise flexibility

• Presentation and communication skills

• Pleasant personality, energetic with sound interpersonal skills

• Strong planning skills

• Client-centric mind set

• Organized and works independently with minimal supervision

• Able to exercise assertiveness when required

• Able to work at the POS and retail hours

• Coaching principles and practices

• Strong feedback skills

• Instructional design skills is a plus