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店铺学习经理(杭州) In-store Learning Manager
manager · Human Resources
职位愿景：
- 店铺学习团队是核心力量，负责将每月多元的产品知识无缝转化为一线团队始终如一的卓越行为。
- 将店铺学习团队定位为店内人才发展与打造卓越客户体验的关键驱动力。
- 构建强大的学习型社群，以激活店铺文化，并培养定制化的人才储备梯队。
核心使命：
- 需求洞察者
- 体系构建者
- 发展推动者
主要职责：
- 店内学习落地： 专注于产品知识与销售技巧的培训落地，同时推动团队文化与服务行为的塑造。
- 辅导与反馈： 持续为一线员工提供高质量的辅导与建设性反馈，促进技能转化与个人成长。
- 店铺学习规划、资源与日程管理： 负责制定并管理店内学习计划、相关资源及月度/季度日程安排。
- 跨部门协作与学习KPI管理： 与学习发展团队紧密合作（内容与项目共创），并负责追踪与管理店铺学习相关的关键绩效指标。
任职要求：
- 理想的候选人应具备零售一线培训或辅导经验，拥有深刻的商业敏锐度及对奢侈品行业的深刻理解。
- 对人才培养与提升客户体验有强烈的热情与自驱力。
- 优秀的团队合作者，具备在矩阵式组织中高效管理利益相关者的能力。
绩效衡量指标：
- 客户满意度指数
- 学习完成率与培训质量
- 零售练习生培养 / 新员工相关绩效表现
Vision:
- The In-store Learning Team is the critical force that seamlessly translates monthly multiple product knowledge into consistent on-floor behaviors.
- Position the In-store Learning Team as the key driver of in-store talent development and client experience excellence.
- Build a strong learning community to activate store culture and nurture a tailored talent pipeline.
Mission:
- Needs Observer
- System Builder
- Development Enabler
Key Responsibilities:
- In-store Learning Delivery: Focus on the delivery of product and selling training, while shaping team culture and service behaviors.
- Coaching & Feedback: Provide ongoing, high-quality coaching and constructive feedback to frontline teams to ensure skill application and growth.
- In-store Learning Planning, Resource & Calendar Management: Manage the planning, resources, and scheduling of all in-store learning initiatives.
- Collaboration & Learning KPI Management: Partner with the L&D team on content and program development, and manage key performance indicators related to learning effectiveness.
Requirements:
- Ideally possesses retail frontline training or coaching experience, with deep business acumen and a strong understanding of the luxury industry.
- Strong passion for people development and curating exceptional client experiences.
- A great team player with strong stakeholder management skills within a matrix organization.
Measurement KPIs:
- Client Satisfaction Index
- Learning Completion Rate & Quality
- Client Advisor Trainee Development (Core/Key Product Performance) / New Hire Performance