Retail Sales/Customer Service

Combines all positions within the different sales channels: retail, wholesale and e-commerce. Also includes all activities to support store management.
Develops and implements customer centric initiatives and excellence programs designed to optimize sales processes and customer satisfaction. Designs and delivers training programs for retail employees to drive growth through effective selling and customer service skills.

The Trainer is responsible for enhancing the competencies of retail employees within their assigned Region by delivering impactful training programs aligned with the company’s core values. The goal is to elevate individual and team performance, ensure brand consistency, and drive excellence in client experience.

How you will contribute?
Deliver training and on-the-floor coaching across the Region to ensure excellence in selling techniques and the Client Journey in all stores (Flagships, Stores, Department stores, Airports, Outlets)
Ensure the Brand’s image by promoting an elevated client experience, contributing to sales performance and supporting the Brand’s vision of client-centricity and profitability.
Support the professional development of client advisors with classroom training and on floor coaching
Partner closely with the Regional Training Manager to adapt global training content to local markets, considering specific business needs while adhering to Brand guidelines.
Liaise with the Worldwide (WW) Training Department to ensure consistency, coherence, and quality of training across the Region.
Coordinate and monitor in-store induction programs for all new retail hires in line with WW Training Department standards.
Organize and deliver classroom-based Immersion Training for newly hired retail employees, ensuring completion within 90 days of their start date.
Plan and conduct Expert Training sessions for advanced retail employees (e.g., product-specific training in RTW, or Clienteling), in alignment with WW Training guidelines.
Support the creation and management of the annual Regional Training Calendar, taking into account local priorities and global directives.
Adhere to and optimize the use of the Regional Training Budget.
Adapt training delivery to diverse learning styles and knowledge levels, using a strengths-based approach to manage challenges and inspire engagement.
Develop or oversee the development of training materials, such as manuals, handouts, and instructional aids, based on WW Training content and regional adaptations.
Evaluate training effectiveness by monitoring behavioral change in the field, and assess the impact and relevance of ongoing programs.
Act on mystery shopping results by identifying opportunities for service enhancement and training intervention.
Remain current on industry best practices, competitor activity, and emerging trends in employee development and training technologies.

Who you are:
Fluency in both French and English is essential.
Strong proficiency in Microsoft Office Suite and Windows; familiarity with e-learning platforms and digital training tools is required.
Knowledge of Excel and PowerPoint to create Reports and analyze CRM and Performances KPI is essential.
Excellent understanding of adult learning principles, blended learning methodologies, and learner engagement strategies.
Demonstrated ability to provide clear, constructive, and motivating feedback.
Proven ability to plan and manage annual training calendars, multitask effectively, and stay organized in a fast-paced environment.
Strong team player with a flexible mindset, professional demeanor, and a consistently positive attitude.
Excellent verbal and written communication skills; confident in delivering engaging presentations to diverse audiences.
Ability to embody and communicate the brand’s philosophy and product knowledge with authenticity and passion.
Preferred: Experience in talent development, succession planning, and other HR-related training functions.