Client Experience Training Manager

Position

Fendi is seeking a dynamic and strategic Client Experience Training Manager to play a pivotal role in shaping the evolution of our global client experience roadmap. This critical position will manage the creation and implementation of the learning path connected to onboarding, client experience and leadership of our retail boutique network worldwide. The goal is to instill in our retail teams the mindset, behaviors and actions that will bring the client and business growth ambition for Fendi. Connecting with, converting, styling and retaining clients will become core objectives of all the trainings developed by this role. This position is based in Rome at Fendi HQ and reports to the WW Retail Training Director and is expected to manage one person.

Job responsibilities

• As part of the WW Retail team, develop the learning strategy and roadmap for the new client/selling experience, onboarding and leadership training paths for the Fendi retail network.
• Develop the 360 training programs, as an effective combination of in-person and digital learning – combine a global framework with regional needs for basic and advanced storytelling, managerial and technical selling skills.
• Assign measures of success for these new training paths, as a combination of retail KPIs, client KPIs, NPS and qualitative evaluations. Provide regular reports on training outcomes and suggest improvements.
• Drive the planning, coordination, delivery/co-delivery of training sessions on a worldwide scale establishing training calendars schedules for effective and timely delivery. Develop a consistent monitoring and on-the-floor coaching approach to drive impact of each training.
• Work closely with the regional Retail Training teams to bridge the technical selling skills into daily practical selling actions: bridge the e-learning seasonal collection knowledge to the selling floor, through real life scenarios and practices.
• Cultivate the “client-centric” mindset and styling culture, as well as strengthen the related soft skills across Fendi retail network
• Liaise with the central CRM team on the study of client behavior and feedback, as well as with all other retail-related functions depending on the training focus, to define plans and actions.
• Project design, with the HQ Omnichannel team, dedicated training to Customer Service teams.
• Identify opportunities to innovate and improve training methodologies to meet evolving business and learning needs. Stay ahead of the trend to deliver creative solutions for Fendi.
• Manage the Client Experience Training budget and liaise with zones for regional budgeting.

Profile

• University degree or equivalent in a relevant field, including marketing & communication.
• Prior experience (more than 8 years) in training in international retail companies and client experience and strategy development is required.
• Knowledge of luxury fashion industry and experience selling within a retail environment will be considered a plus.
• Excellent strategic, analytical and communication skills, with the ability to navigate complex global scenarios with entrepreneurial and flexible attitude
• Ability to manage the full training cycle, including conducting in-person activities and using learning platforms.
• Ability to manage multiple priorities with sharp deadlines, while delivering excellence, along with a results-driven attitude
• Willingness and ability to travel to key retail locations
• Fluency in English is required; Italian will be considered a plus.
• Ability to assess business needs of a retail store based on specific KPI indicators.
• Personal traits: leadership, curiosity, proactiveness, innovation.

LVMH is committed to non-discrimination and respect of each person’s singularities. We recognize and recruit all types of talent