Retail Learning and Development Manager, WFJ, SEAA

About the Role

Retail excellence is at the heart of achieving the ambition of Watches & Fine Jewelry (WFJ) in SEAA. With a high commercial ambition over the next 5 years under an increasingly complex and rapidly changing business context, we need to elevate WFJ Retail capabilities to the next level in all aspects (including talents, supporting structure, and retail performance) by doing the following:

For the Fashion network, where volume & recruitment through iconic products are the focus, ensure:

Fashion Retail Leaders are engaged and they embrace WFJ categories and the importance of expressing the house’s singularity, creativity together with Fashion.

WFJ category is on the top-of-mind of all Fashion Advisors and integrated into their client journey to complete the silhouette.

Fashion network is equipped with the right talent and capabilities needed on the floor through WFJ experts (i.e. Timepieces and Fine Jewelry specialists)

Collaboration and synergy between Fashion & WFJ are in place and work well in all markets of SSEA.

For the WFJ network, where image & expertise through iconic and high-end products are the focus, ensure:

Luxury expression and client experience to showcase the House’s ultimate luxury offering are further elevated.

WFJ Retail Leaders are guided with the right targets and KPIs to meet the business ambition and deliver the ultimate luxury house experience to the clients

WFJ Advisors are equipped with the appropriate level of capabilities and competencies to raise the legacy of the Brand and deepen the client relationship by introducing more exclusive creations and brand experience.

For across all distribution network, ensure:

Business opportunities are identified and maximized to drive growth and that there are clear objectives, KPIs and guidelines to be followed and monitored.

The WFJ Retail operation model, Boutique environment, SOP, Retail team organization and supporting systems (learning and development, communication and engagement, compensation and reward, health and safety, etc.) are well established to achieve the business ambition and client satisfaction.

The retail operation is efficient and future-proof, ready to adapt and be agile.

All retail stakeholders are aligned and staying connected among the Global WFJ division, North Asia WFJ / Fashion divisions, SEAA Fashion division, Global / Regional corporate functions ( Organization Development & Human Resources , Finance, Technology & Digital Services, Client Services, Legal etc.), Markets.

What impact you can create at Chanel

Reporting to the Head of Retail, WFJ, North Asia, this role will support the strategy building and learning culture of WFJ, in close partnership with the Global WFJ Learning & Education team, SEAA WFJ Regional functional teams, SEAA Fashion and HR Retail Learning team, and SEAA markets.

1. WFJ Retail Learning & Capabilities Development

Focus on establishing the WFJ learning curriculum, capability framework for SEAA markets, adopting the WFJ global curriculum, and the programs developed by North Asia team to equip the new WFJ market retail population.

Ensure WFJ learning curriculum offered to retail staffs are is comprehensive and effective in supporting them to achieve high competency level by:

Assessing the retail capability level to identify the priority programs to roll out in SEAA market with the market retail, L&D team and facilitate the global or regional program execution orchestration to ensure the positive learning experience and outcome with real impact.

Delivering where needed, training directly to the market retail team & building L&D team’s capability.

Equipping and developing the WFJ dedicated L&D capabilities in SEAA markets.

Being the voice of SEAA market to address needs gap and areas of improvement for escalating to the relevant stakeholders and partners (the WFJ global Learning & Education team, North Asia ODHR Retail learning team, North Asia L&D team, other division L&D teams, market L&D teams or external partners) to secure the resources or supports.

Be the knowledge reference for the region on learning-related topics for the WFJ Division. Coordinate and facilitate the discussion with relevant stakeholders, and when needed, be the voice of the markets.

Develop and nurture WFJ expert community to work to elevate overall regional team capabilities to leverage in launching regional programs or supporting local execution on the ground.

Represent WFJ division needs or learning in Asia L&D committee to create more synergy and collaboration

2. WFJ Retail Learning Operation and Innovation

Support the implementation of the Inside Watches & Fine Jewelry Learning (IWFL) with Learning Management System (LMS) in all markets to structure WFJ learning journey for all markets consistently and systematically, and enable tracking the overall learning investment and learner progress with operational efficiency through the collaboration with WFJ global L&E, SEAA HR Retail learning team and markets

Monitor the new learning approaches and learner trend in SEAA markets and share the insight with the relevant stakeholders to stimulate the new approach of learning support and drive innovation.

3.WFJ Retail Engagement & Community Build

WFJ Engagement Program Design and Orchestration

Work hand in hand with Retail Operations Manager, WFJ SEAA, design staff engagement programs to inspire the relevant population to boost their passion and interest for WFJ category, specially Fashion retail leaders

Design forums to discuss critical topics and priorities to maximize collective intelligence and consensus in creating bigger impacts.

Stay at the forefront and continually create excitement for both retail and office staff to drive more emotional engagement and motivation on WFJ.

WFJ Learning Community Animation

Lead the regional L&D community engagement and always be in the know of the happenings in the retail & learning métier, especially WFJ Division priorities and market priorities/needs.

Maximize best practices and learning sharing in the region and between North Asia and SEAA.

You are energised by

Leading and collaborating with diverse teams at all levels of organization (Global – regional – market Retail and Learning teams, Regional Fashion teams, Market GMs and teams, various corporate functional teams such as ODHR, etc.)

Thinking innovatively in approaching projects and challenges, leveraging insights, data, and strategic planning.

Being agile, flexible and able to deal with ambiguity

Leading courageously and be able to challenge the status quo

Influencing critical topics and facilitating meaningful conversations in a non-hierarchal way.

Building and leading teams to be aligned by a shared vision

Working in a highly collaborative and matrixed environment

Supporting to grow the people and organization

What you will bring

Strong design thinking abilities and innovative mindset

Strong Project Management skills to drive multi-projects in several markets simultaneously.

Strong understanding of the Brand and Business, with passion for WFJ

Strong understanding of adult learning principles and interest in people development

Strong understanding in retail needs and market specific needs

Passionate / Strong interest in Watches & Fine Jewelry (certification is a plus)

Strong exposure to external trends in learning, digitalization and innovation.

Ability to collaborate with diverse teams of the organization (markets, global teams, and other divisions).

Strong interpersonal skill to facilitate and organize meetings

Strong business acumen and data driven to measure performance.

Exceptional organization skills and attention to details

Energy, Enthusiasm and Positive Attitude

What Chanel can offer you

Brand Legacy: In-depth exposure into the rich brand and cultural evolution of the House of Chanel.

Leadership: Collaborate closely with Market, Regional and Global leadership to support strategy building and learning culture of the House.

Talent Development: Chanel is committed to developing and empowering our people. 

Collaborative Culture: Be part of a collaborative and inclusive culture, where diverse perspectives are valued, and partnerships are fostered across functions and regions.

Support and Resources: You will have access to the resources, support and infrastructure needed to continue to grow successfully.