Training & Customer Experience Director

  • Company: Givenchy USA Corp.
  • Country / Region : United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 5 years
  • Reference No.: GIV01116
  • Date of publication: 2021.02.22

Position

Mission

Reporting to Givenchy's President - Americas & Canada, with dotted line to HQ based in Paris, the Training & Customer Experience Director is responsible for defining all Training, CRM and CX strategies for the US Retail population. The Director will oversee one direct report and will set and control annual departmental budgets.

Responsibilities

Training:

  • Design and facilitate on-going programs including onboarding, client journey, selling skills, product knowledge, and coaching
  • Partner with Merchandising to create product and seasonal collection trainings
  • Organize and orchestrate bi-annual leadership training events
  • Follow up regularly with the Store Managers and the Style Advisors to ensure standards are met and gather feedback on further training needs
  • Develop focused training sessions for special products, events and launches
  • Perform needs assessment and ensure tools & resources are in place
  • Support training through effective store visits and coaching on the selling floor
  • Manage travel and work calendar to deliver all activities in timely manner and meet budget
  • Utilize and communicate reporting tools to drive performance

CX:

  • Work from an omni-channel mindset to achieve KPI's including client retention, recruitment and evolution
  • Responsible for all CRM reporting, analysis and clienteling strategies
  • Manage the adoption and performance of Mirror (clienteling app) efficacy
  • Craft and host high-touch, personalized client experiences during fashion shows and out of home
  • Manage all gifting initiatives and ROI
  • Improvement of data quality and data collection in conjunction with network of stores
  • Close monitoring of client pyramid and segmentation growth
  • Benchmarking and best practices sharing with Retail teams and Headquarters
  • Preparation and execution of direct client communications (on-line and off-line) and ROI analysis 
  • Event planning and organization in association with Retail, Visual and Communication departments
  • Identification and recruitment of high potential customers through networking and partnerships

Profile

  • Minimum 7 years' experience within strategic Clienteling/VIC relations & Training (preferably in the luxury fashion and/or retail sector)
  • Strong collaborative skills including leadership; ability to set vision and strategy across a variety of functions, inspire and motivate cross functional partners and key stakeholders
  • Outstanding interpersonal skills; ability to develop and maintain relationships with business partners across several business matrices (i.e. local vs HQ, cross functional within brand, locally across LVMH as appropriate)
  • Ability to balance client experience, business needs, and resources to ensure correct prioritization of cross-functional work
  • Highly agile and able to execute while dealing with ambiguity
  • Excellent written, verbal and presentation skills (knowledge of French is a plus, but not required)
  • Strong analytical skills and sharp attention to details (capability to create detailed reports, presentations, project management plans and schedule)
  • Deep understanding of customer service and clienteling
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