Training Manager
2 weeks ago
ROLE
Reporting to the Brand General Manager
He/she will also manage the customer service role for the brand as well as be the brand spokesperson for all Public Relation matters.
TRAINING
- Translate business objectives into education needs by understanding the business priorities and its implication on the field selling approach. Work with Brand General Manager and Sales team to clearly identify education needs, map them against specific training tools and time frame and develop learning strategies, assets and action plans based to realize a roadmap towards the achievement of business goals and ambitions.
- Deliver and execute training programs and coaching to all staff on brand story, product and service knowledge, selling skills and exceptional customer service and all areas necessary, to engage Beauty Advisors in line with Brand and training priorities, including implementing effective induction programs for new joiners
- To adapt Global training materials when needed and initiate & develop learning assets/tools required by the learning needs in the markets in order to fit local specificities and enhance content of existing training support documents as and when required.
- Set clear standards and benchmarks for sales and service standards.
- Evaluate and followup training results, which will include conducting strategic follow up coaching to ensure successful roll out of training initiative and to motivate Beauty Advisors in effectively presenting "inclass" product information, sales pitch and the Brand's Paris Method methodologies.
- Complete relevant training reports and other necessary reports.
- Periodic evaluation and review of Training materials and tools utilized, with updates as appropriate to ensure maximum effectiveness.
- Ensure standardization of evaluation formats and that reports are submitted after each training, promotion, special event and store visit and to share with internal teams.
- Monitor competitors' new products to provide more updated comparison information.
- Manage the Brand's inhouse Training app with required content given Brand guidelines.
- Identify and provide feedback for future training needs.
- Manage and uphold all Beauty Advisors' grooming standards at stores and at all Brand functions and events.
- Store visits to observe and understand customer purchase behaviour and interact with Beauty Advisors and/or customers and to ensure retail team performance is up to expectations and grooming standards are adhered.
- On ground coaching for follow up training and ensuring service standards are upheld by all Beauty Advisors.
- To organize annual motivation gathering for Beauty Advisors with Retail Manager
- Assist the Retail Manager on the recruitment of new Beauty Advisors according to Brand needs.
- Ensure Beauty Advisors are motivated and engaged through Training initiatives and that the teams are representing the brand at the highest standards.
- In charge of ordering and stock keeping of all training materials and products
- Setting and management of overall Training budget.
- Ordering and management of Beauty Advisor uniforms.
- Manage Travel Retail SEA product training.
CUSTOMER SERVICE
- Handling of product enquiry through social media & general customer enquiry or feedback.
- Liaise on return/allergy cases and provide monthly reports.
- Manage service recovery.
- Involve in coordination for mystery shopping and customer service excellence projects.
- Monitor and followup on customer satisfaction survey results or mystery shopper program results for continuous customer experience enhancement.
- Any adhoc projects related to Customer Service.
SPECIAL EVENT SUPPORT
- Work with Marketing and Sales team to provide onsite support for consumer/retailer events and for alignment of brand directions for effectiveness of campaigns and events.
- Work in tandem with Sales Team on preevent/repromote/launch training requirement and collateral in order to maximize event impact.
- If needed, develop training modules to support events, in order to ensure that brand standards are adhered to, and a proper event protocol is put in place.
- Drive, manage and conduct workshops and Masterclass/Live streaming events.
- Ensure that Beauty Advisors adhere to brand image requirements and maintain a high standard of grooming and hygiene.
PUBLIC RELATIONS
- Present the brand launches at any other media events or activities to engage media and KOLs.
- Assist the marketing team to craft press releases and all press materials to the media, with the added contribution of the product information.
OTHERS
- To perform any other assigned job duties as per assigned by the Management.
REQUIREMENTS
- Experience minimum 5 years of relevant experience in training service or product education with demonstrated delivery of training, ability to coach with a strong sense of detail and a strong focus on growing sales capabilities.
- Prior experience
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