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MANAGER, COMMERCIAL LEARNING & DEVELOPMENT
manager · Luxury & Retail
Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
Job Mission
Coaching to Drive Business Performance
- Drive performance improvement and enhance the Cartier brand through observations of guest experiences and provide in-the-moment coaching of the sales, service, and client experience teams. Coaching topics may include, but are not limited to, all aspects of selling skills, client development, and client experience, aligned to the Chez Cartier model
- Align boutique coaching with key commercial priorities and KPIs that include driving sales, client development, and client experience
- Craft boutique visit agendas and priorities using key performance data trends to develop a targeted coaching plan
- Side-by-side coaching on the floor to support 1:1 development of the team
- Observe boutique morning briefs and “Chez Cartier Mornings” during boutique visits. Provide feedback to leaders to enhance daily communication and elevate daily learning moments
- Complete post-visit boutique reports that summarize the coaching goals, progress made, setbacks, or priorities, including actions to be taken by boutique team members, HR, and regional leadership
- Prepare a brief weekly summary report to the Director of L&T highlighting actions, accomplishments, and progress on key commercial initiatives within the market
- Support boutique leadership development through side-by-side “coaching the coach”. Provide feedback on and assess progress of the leader’s coaching ability to drive performance of their teams
- Use data metrics to track coaching impact on key commercial priorities. Address gaps in performance through qualitative and quantitative analysis, and adjust coaching plans as needed
Collaboration and Cross-functional Partnerships
- Partner quarterly with Retail leaders and Boutique Leaders to analyze the progress of the boutique coaching plans, impact on results, and revise plans as needed
- Partner with Retail leadership and HRBP to review and provide input on individual development plans to elevate performance
- Strengthen the integration of new hires into the Maison to support accelerated performance
- Assist Boutique teams in fully embracing the company’s values, vision, and strategy
- Communicate to Corporate L&D team on in-boutique dynamics and training needs
- Assist with guest interactions as appropriate (i.e. events and activations)
Facilitation & Training
- Leverage learning curriculum to facilitate in-boutique, small group trainings on topics that include selling skills, client development, client experience, and product
- Lead learning & development “run of show” initiatives in support of new boutique openings, relocations, or renovations
- Foster a robust learning culture within each boutique by championing Cartier’s Learner Experience Platform, MyLearning, as part of a holistic development journey
What is ‘Coaching’?
Coaching is a collaborative process with Boutique Leadership that is solution-focused, result-oriented, and systematic, in which the coach facilitates the enhancement of work performance for individuals and groups, based on models as defined through the L&D commercial programs. A coach uses a range of communication skills (such as active listening, questioning, and reformulating) to improve performance, learning, and development. A coach unlocks an individual’s potential to maximize their performance through demonstrating support and feedback.
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