RETAIL LEARNING MANAGER – BENELUX & NORDICS

POSTE

The Retail Learning Manager, based in Brussels, oversees an 8-country network with large geographical spread and cultural complexity. The main objective of the role is to design and deliver the learning path for the region with the objective of driving commercial and business performance. The learning path should enable retail teams to enhance client experience and develop skills to engage our clients. You define the path and lead the Field Coach Trainers to best contribute to business growth, answering to the needs of the stores through selling skills, product learning and active coaching.

MISSIONS

COACHING AND LEARNING AT THE HEART OF TEAM PERFORMANCE

• Set the learning priorities in collaboration with the Field Coach Trainers according to the specific needs of each market and store
• Contribute to foster & develop a culture of in-store coaching
• During store visits and in collaboration with the Field Coach Trainers, actively spend time to observe interactions with clients on the floor and through active listening and questioning, you will support the Field Coach Trainers and Store/Team Manager to coach individual team members to draw out their own solution to develop
• You will support Store Managers in building individual coaching plans after performing gap analysis of their teams, and in coaching their teams on selling skills through coaching the coach
• Provide on-going feedback to Store Managers and HR on the performance/progress of individual team members
• Support retail performance management developing concrete action plan for Client Experience Benchmark and DidUExceed results, to improve the client satisfaction
• Drive key learning initiatives, through active and sustained in-store coaching contributing to the culture of shop-floor focus and positive recognition
• Ensure the Store Management team has full visibility on learning activities (progress, required actions, concerns etc.) making recommendations as needed
• Manage and monitor the quality and impact of all in-store learning via follow up with each Field Coach trainer, maintaining an active shop floor presence to observe subsequent implementation and ensure true retention of learning contents, through frequent store visits

LEARNING COORDINATION, DEVELOPMENT & DELIVERY:

• In collaboration with the HR team, ensure proactive planning for new employees and consistent on-boarding, with proper follow up of each individual
• Plans, deliver and evaluates established LV retail learning programs
• In collaboration with Merchandising team, actively facilitate product learning, including new launches, for store population. Develop skills of silhouette building combining product information with selling skills in order to optimize cross-selling. You will leverage on role play and on-the-floor coaching to enhance the benefits to the Client
• Partners with Central and Zone Learning teams in implementing, developing and assessing existing and new corporate programs

TEAM MANAGMENT:

• Nurture the Field Coach trainers to participate to learnings, provide coaching and guidelines when necessary;
• Provides support to the Field Coach trainers by participating to special projects taking place at a country level: store openings etc
• Encourages the Field Coach trainers to always act with clients in mind, and to be close to the Stores and to get first hand client information on trends, needs, dynamic on the sales floor, in order to identify learning opportunities and to adapt existing learning programs content;

PROFIL

SPECIFIC PERSONALITY TRAITS & COMPETENCIES

• Strong verbal communication skills;
• Proven capability to coach and manage by influence
• Capability to deliver feedback at any level in the organization
• Trust and integrity when interacting with others, with well-developed interpersonal skills
• Open-minded, interest and acceptance of cultural diversity
• Organizational skills and ability to work in a fast paced and changing environment, moving priorities
• Strong interest in fashion and luxury
• Willingness and ability to frequently travel throughout the designated 8-country network

REQUIRED PROFESSIONAL EXPERIENCE

• Substantial experience as Retail Trainer or a Managerial role in Store, in a highly brand-driven and fast-paced retail company, ideally within the fashion / luxury / accessories industry or hospitality industry, and in a multicultural environment;
• Proven significant experience in learning delivery (inductions, briefings, In-Store learnings...)
• Experience of coaching others

EDUCATION:

• Bachelor degree in relevant business administration, Marketing, or a related field.

Languages; strong command of English is essential, command of the following languages is an advantage:

• French
• Dutch
• Polish
• A Nordic language