As a Field Coach Trainer your mission is to support and develop teams in delivering the client experience to the benefit of Client Service business. Through local execution of corporate strategy, you will train and coach client advisors to become ambassadors of Brand culture, values and products.
Your role is to partner up with Team Manager(s) to deliver the training path, enable client advisors to enhance client experience and develop skills to engage our Client.
As part of the Client Services training team, you translate and execute the corporate training strategy within your defined scope, partnering with Team Managers. You define the roll-out plan to best contribute to business growth, answering to the needs of the Client Services through selling skills, product training and active coaching.
Coaching and training at the heart of team performance
Support Team Managers with coaching
Analyze call quality results, provide performance feedback and trends and address appropriate action plans when necessary.
Provide on-going feedback to Team Managers and HR on the performance/progress of individual team members
Coordinate, animate the referent community and develop their business knowledge, training and presentation skills
Ensure efficient preparation and execution of morning briefings across the teams
Partner with zone merchandising teams to organize mini-showrooms, roll out product re-trainings and conduct performance assessment
Adapt any module to the specificities of a Client Service environment
Organize the training program in collaboration with the team referents, develop brochures and training materials and create testing and evaluation processes
Facilitate on-boarding of new comers
Ensure a consistent on-boarding for all new starters
Liaise with HR to ensure proactive planning for new employees
Ensure regular liaison with trainees, giving feedback on progress to the individual, their Manager and HR during on boarding and induction
General duties not specifically related to Training
Act as a platform for sharing of experience / best practices among the teams on coaching initiatives/programs
Lead by example in terms of the company's policies and procedures
Fluent in English, French would be an asset
Minimum of 2 years wrking in luxury retail/service industry
Strong Client mindset
Be able to adapt and react to changes
Training delivery skilss - strong presentation skills with use of different techniques to facilitate learning
Stronf oral and written communication skills
Proactive, highly organized and collaborative
Good understanding of powerpoint, Microsoft Word and Excel