New York Head Office, US
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Regional Training & Performance Manager | New York

Country : USA USA

Region : New York

Town : New York

Category : Human Resources

Contract type : Permanent

Availability : Full time

Company presentation

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.
Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.
We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. As part of Natura &Co, we are proud to be working on the Commitment to Life mission, a 10-year plan to achieve net-zero carbon emissions, protect the Amazon, defend human rights, and embrace circularity and regeneration. We are committed to building a more sustainable and inclusive society.

Job description

Role purpose

The Regional Training & Performance Manager is primarily responsible for the leadership of the Americas' Training & Performance department and building performance capability and confidence across the retail and online workforce. The position will develop exceptional customer service skills to meet Aesop's Global strategy and performance ambitions through regular analysis of Key Performance Indicators, and customer feedback.

The incumbent will work closely with Regional and Global Stakeholders to launch initiatives and evaluate their effectiveness from design, development, implementation, and execution. They will lead a high performing Regional Training & Performance team in delivering product, service and retail capability training through a mixture of blended and hybrid learning methodologies with focus on technical & interpersonal skills.

The Regional Training & Performance Manager will embody Aesop's values, foster relationships cross-functionally and globally, and create a continuous learning and development mindset aligned with Aesop's culture and Purpose.

Role responsibilities include, but not limited to -

Strategy and Effectiveness

Executes Global plan and consistently calibrates with Global stakeholders ensuring a high level of engagement is achieved amongst retail and online employees through the development, implementation and continual review of the Regional and Global Training strategies. In addition, leading the planning and execution of Regional Retail learning and development calendar, management of regional budgetary expenditure.

Training Analysis

Conduct regular data analysis for retail and online to identify solutions for future learning and development initiatives and strategies. Partnering with colleagues within Marketing, Retail and Online Customer Support to frequently assess campaign performance, provide training support to meet and exceed performance outcomes and regularly analyst Online Customer Service team performance. In addition, partner with Human Resources to provide insights and guidance on the development requirements for the Retail and Online teams pertaining to Management, Communication, and Coaching capabilities.

Training Design and Execution

In partnership with the Regional Capabilities & Operations Manager and Global stakeholders ensure the successful implementation and embedding of all retail initiatives and evaluate their effectiveness from design, development, and execution. Partner also with Regional and Global stakeholders to design learning opportunities that cater to multiple learning styles with focus on technical and interpersonal learning in the workspace.

Develop strong relationships with cross-functional leads to ensure all customer-facing touchpoints are supported through training initiatives specific to Retail, Online Customer Service, Business Development, and Public Relations. Also support Human Resources in developing interpersonal training programs, talent management/succession programs and ensure that capability development programs align with the Talent and Development Strategy.

People Leadership

Lead, develop and motivate a high performing training and performance team through consistent training, coaching and feedback. Identifying internal and external training opportunities to further develop team capability and implement a dynamic succession planning program. Also oversee the engagement and leadership of the regional training and performance team to ensure training strategies are implemented at a high standard across both classroom and in-field training divisions.

This is a full time position operating with a hybrid working pattern and some travel involved in the role.


What we are looking for

  • Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives
  • Commitment to fostering an inclusive and psychologically safe work environment
  • 4+ years of experience in retail product and customer service training within a leadership capacity developing high performing teams;
  • An ability to manage teams with autonomy and drive results through team delegation and collaboration
  • Proven experience in training content creation as well as instructional and facilitation design
  • Working knowledge of blended and hybrid learning methodologies
  • Obtains hands-on, practical problem solving and process improvement skills
  • Agile in the face of challenges and approaches problems with a confident and solution-oriented mindset
  • Promotes and manages change through creative improvement while adapting new approaches to learning and training
  • Strategically minded with a long-term view of workforce planning and future training needs
  • Strong written and verbal communication skills.
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