Retail Coach

General Summary

This position will lead regional coaching strategy/actions' planning and implementation, be responsible for regional customer service improvement, sales and client relationship skills development through partnership with retail management team, store team and training team.

Bachelor degree in a related discipline

3+ years retail/training experience (luxury brands or luxury service industries)

Knowledge of luxury retail, jewelry industry is preferred

Coaching and/or organizational development experience

Strong Facilitation, communication and interpersonal skills

Ability to interact with all levels of employees

Strong teamwork skill

Excellent follow up, organizational skills and project management skills

Willingness to travel in China (weekend hours may be required)

Can work with minimum supervision

• Coaching for customer experience
• Make and implement regional service improvement & innovation plan according to customer needs & feedback and brand market strategy, VOC/MSP result and retail goals.
• Daily observe and coach Client Advisors on service delivery, aftersales follow-up and CRM actions. Ensure brand behaviors and values are demonstrated on the selling floor including but not limited to grooming, manner, selling speech, creation presentation, selling flow, and etc.
• Weekly and monthly review with regional retail management team to recognize service best practice and make improvement actions based on performance gap identified.

• Coaching for performance
• Manage regional performance coaching strategy and plan to support individual and store's KPI achievement including Big Coaching, Group Coaching, Individual Coaching and other efficient training solutions.
• Engage regional manager and store management team in coaching programs to give coachee timely feedback, motivation and development support.
• Weekly and monthly review with regional management team to update coaching goals achievement, share best practice and actions to be taken.
• Initiate creative ways to improve staff KPI achievement such as competitor study, new retailing news sharing, new selling speech, client relationship management workshop, and etc.

• Training and Post-training Support
• Facilitate or co-facilitate training programs according to national learning strategy and retail training plan.
• Support learning team to design training course content and in-store learning material such as creation training, Daily T briefing content, and etc.
• Provide retail case study, retail insight, training feedback and selling floor application for training team to better measure training effectiveness and share best practice to national level.
• Provide support to enhance store management team's facilitation skill.

• Other Project or Task Follow-up
• Implement national learning project on regional level such as My T-Journey Handbook, Artwork Storytelling and etc.
• Deliver the task assigned by team leader when company event requests teamwork such as Runner, Explainer and etc.