General Summary:

This position will lead regional coaching strategy/actions' planning and implementation, be responsible for regional customer service improvement, sales and client relationship skills development through partnership with retail management team, store team and training team.

Qualifications

• Bachelor degree in a related discipline
• 3+ years retail/training experience (luxury brands or luxury service industries)
• Knowledge of luxury retail, jewelry industry is preferred
• Coaching and/or organizational development experience
• Strong Facilitation, communication and interpersonal skills
• Ability to interact with all levels of employees
• Strong teamwork skill
• Excellent follow up, organizational skills and project management skills
• Willingness to travel in China (weekend hours may be required)
• Can work with minimum supervision

Responsibilities

Coaching for customer experience

• Make and implement regional service improvement & innovation plan according to customer needs & feedback and brand market strategy, VOC/MSP result and retail goals.
• Daily observe and coach Client Advisors on service delivery, aftersales follow-up and CRM actions. Ensure brand behaviors and values are demonstrated on the selling floor including but not limited to grooming, manner, selling speech, creation presentation, selling flow, and etc.
• Weekly and monthly review with regional retail management team to recognize service best practice and make improvement actions based on performance gap identified.

Coaching for performance

• Manage regional performance coaching strategy and plan to support individual and store's KPI achievement including Big Coaching, Group Coaching, Individual Coaching and other efficient training solutions.
• Engage regional manager and store management team in coaching programs to give coachee timely feedback, motivation and development support.
• Weekly and monthly review with regional management team to update coaching goals achievement, share best practice and actions to be taken.
• Initiate creative ways to improve staff KPI achievement such as competitor study, new retailing news sharing, new selling speech, client relationship management workshop, and etc.

Training and Post-training Support

• Facilitate or co-facilitate training programs according to national learning strategy and retail training plan.
• Support learning team to design training course content and in-store learning material such as creation training, Daily T briefing content, and etc.
• Provide retail case study, retail insight, training feedback and selling floor application for training team to better measure training effectiveness and share best practice to national level.
• Provide support to enhance store management team's facilitation skill.

Other Project or Task Follow-up

• Implement national learning project on regional level such as My T-Journey Handbook, Artwork Storytelling and etc.
• Deliver the task assigned by team leader when company event requests teamwork such as Runner, Explainer and etc.