Training Manager - FRED

Position

MISSION STATEMENT

To drive business growth and enhance the capabilities of Fred China retail team, the Training Manager will focus on developing and refining their sales and service skills. This role involves conducting regular on-site coaching, tailoring and delivering training programs designed by the headquarters to elevate our staff's skills, knowledge, and competencies. The ultimate goal is to boost the overall service level and retail expertise within the teams.

MAIN RESPONSIBILITIES

Field Coaching

•Conduct regular field coaching for boutique managers and retail staff to evaluate their selling skills, CRM proficiency, and service levels. Identify areas for improvement and implement follow-up actions to enhance their expertise.

•Provide continuous and constructive feedback to Retail Managers and Boutique Managers to support their day-to-day operations.

•Regularly review the effectiveness of follow-up actions and strive for continuous improvement.

•Provide tangible feedback to enhance the brand's desirability and sales conversion. Generate systematic reports for line managers and Boutique Managers to facilitate daily follow-up.

Training Needs Analysis and Training Programs Development/Delivery

• Analyze training needs and develop an annual training and development calendar/plan for both office and retail staff.

• Design and customize training materials and programs based on business and people development objectives.

• Deliver a variety of training programs, including induction, product knowledge, selling skills, clienteling skills, customer service, and CRM.

• As the Master Trainer, conduct Train-the-Trainer (TTT) workshops for in-store trainers, and deliver refresher training programs. Monitor and evaluate the effectiveness of in-store training.

• Collaborate with HQ and regional teams to align training programs, content, and tools for local market applications.

• Prepare a Training Strategy Mapping for the local market.

• Conduct and tailor-made Group training programs to meet specific local needs.

• Translate and proofread training materials from HQ to ensure accuracy and relevance for the local market.

Leadership Development

• Organize and conduct management and leadership skills training tailored to individual development needs.

• Facilitate management and leadership development workshops, and diagnose areas for improvement.

• Develop action plans based on workshop results in collaboration with relevant business leaders, and co-manage the implementation and follow-up of Individual Development Plans (IDPs).

Mystery Shopping Program Management

•Regularly liaise with the MSP vendor to track service performance across the country, and compile and analyze reports.

•Based on MSP performance, collaborate with retail heads to develop action plans. This includes identifying local needs, providing MSP training, and conducting regular in-store coaching for boutique front-line staff to enhance customer experience and improve performance.

Employee Engagement

•Initiate innovative employee engagement programs and activities to foster strong relationships and create a positive and enjoyable employee experience.

•Support CSR initiatives and design and implement local CSR activities.

Others

• Manage the training budget, optimize training costs, and ensure the effectiveness of training programs.

• Arrange training logistics, including scheduling, venue booking, and resource coordination.

• Ensure that the grooming standards of retail staff adhere to company guidelines.

• Develop and manage content and translations on the e-learning app in a timely manner.

• Support ad hoc assignments given by the HQ and Regional Training Team.

• Perform other tasks as assigned by line manager such as quarterly meeting and annual conference etc.

QUALIFICATION, EXPERIENCE & SKILLS REQUIRED

Education:University degree required, preferably in a related discipline

Language:Good command of both spoken and written English and Mandarin

Professional experience & know how:

•8 years of training and instructional design experience preferably in retail sales training

•Leadership experience and coaching ability

• Highly developed interpersonal, verbal and written communication skills, including excellent presentation skills.

•Good planning and follow up ability to ensure deliverables

• Comfortable working through ambiguity and in a fast-paced dynamic environment

•Constantly equipped with new brand knowledge and latest training tools

•Proactive, Positive, Simple, Specific, Transparent, Trust

•Gemology, Facilitation skills is preferred

Technical & management skills:Strong facilitation skills as well as project management skills

Personal & Interpersonal skills:Hands-on with positive attitude, bold and enthusiastic personality