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Manager, Retail Training & Development

Country : USA

State : New York

Town : New York

Category : Human Resources

Contract type : Permanent

Availability : Full time

Company presentation

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.

Job description

- Drive and support global strategy, priorities and roadmap for service and selling training to support Coach's Modern Luxury vision and drive overall business objectives
- Develop engaging and impactful service and selling training content across both retail and outlet channels globally, including:
- Associate and manager onboarding
- Selling and service skill development
- Online learning platform monthly content and modules
- New initiatives/ pilots/ experiences
- Support ongoing development, optimization and maintenance of Coach online learning platform-partnering with vendor, IT, HR and BU teams
- Drive a differentiated customer experience in stores by understanding customer shopping needs, competitive best practices, and the luxury service environment (within and beyond retail)
- Partner with global Training and Development and Retail teams to ensure impactful, globally relevant service training content, strong and effective implementation in each market and tangible impact on sales and KPIs
- Collaborate with broader training team to ensure a seamlessly integrated product and service training approach
- Support the implementation and ongoing management of a global customer feedback program, and leverage insights to identify training needs and customer experience opportunities
- Leverage field feedback as well as customer feedback and other programs to assess effectiveness of training programs and identify ongoing training needs and opportunities

Profile

- Bachelor's degree with a minimum of 3-5 years of experience in retail or hospitality training and development
- Strong competency in creating engaging training content and learning tools, including digital/e-learning content
- Strong written and verbal communication and presentation skills
- Ability to develop and implement creative approaches to training programs that drive tangible results
- Ability to implement strategies, measure impact, and make necessary adjustments to achieve objectives
- Ability to analyze customer-related data and draw conclusions leading to improvement recommendations
- Ability to build effective cross-functional partnerships
- Strong organizational skills and ability to multi-task projects in a dynamic, fast paced environment with shifting priorities
- Luxury brand experience a plus

Req ID:

59722
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