Key responsibility 1: Training management for boutique teams
Planning and budget
In charge of defining, planning and budgeting training plan in coordination with the regional team. Responsible for training spending according to guidelines and allocated budget
Monthly report on budget spending to retail director
Definition and implementation of training
Prepare training plan with retail director for boutique team to leverage their productivity & develop individual potentials
Implementation of all training modules: through external trainer or internal resources
Field coaching: To upgrade and monitor boutique team members selling skills, level of client service (Especially for new comers)
Mystery shopper: Result analysis/ Action plan and follow-up activities/ etc
Roll out Yearly Talent pool Assessment (QUIZ) – after results are shared with Retail Performance -> development plan for each pool + HJ talents personal development plan.
Sourcing of potential trainers: he/she needs to regularly meet local trainers, sales experts to source the best partners for external training management
Manage all training books/ materials/ proof reading or translate training documents for HQ
Support to coordinate annual team building for office and boutique staff for the Sales Conference .
Key responsibility 2: Training delivery & Field coaching
After the feedback of performance & operations team on SA Retail KPIS -Talent Pool results+ priorities: Coach each SA on identified challenges. Feedback BM on points of focus
Follow up on boutique staff performance on bi-weekly basis with the BM – check with BM the follow up actions done for each SA have lead to results + adjust coaching
Plan & recommend action plan for each boutique staff to grow them in their skillset
Weekly visit to each boutique for coaching and training follow up ( CP , role plays, HJ selling skills practice )
Monthly/quarterly/annually analysis on coaching results to be reviewed with Retail Director and Retail Performance teams.
Submit quarterly/annually FTE KPIS report (thru LMS system )
Key responsibility 3: Boutique Talent Development (ie. High-end community - incl. HJ & HEW, Enchanting Week, Poetry of time week)
Plan HJ & HEW talent development plan . Coordinate BM and ABM induction and training path with Retail Performance – Ops – register them in HQ Management training Organize Local HJ board & Local Watch community
Coordinate & organize training sessions for High-end community to achieve the business goal.
Work closely with different departments – CD, OP & Performance and Marketing team to inline with Maison's long term strategic plan.
Key responsibility 4: Image, Service Quality and Client Care
Ensure high level and consistency in service quality throughout the network (Mystery Shopping)
Make sure the Service charter is understood and implemented by all staff
Image : Responsible and coordinate boutique staff uniform and grooming – together with retail ops
