Global Head of Client Experience and Selling Skills Development

Being part of our team gives you the opportunity of learning new things every day and working with people passionate about what they do, in a fast-moving and ambitious environment. In this newly created role, you will oversee the Client Experience definition and training for our Retail teams all over the world. As a key member of the Retail Academy, leading one of its three pillars, you will contribute to business goals and achievements as well as the long-term desirability of the company. Your mission is to create and develop our Client Experience signature, combining it with robust selling skills.

Your role will include:

• Lead the key company project of New Client Experience Signature.
• Develop the creative and immersive onboarding sessions on this new signature.
• Select and interact with external providers to make this project a success.
• Blend in luxury essentials, specificities of our brand, and strong selling skills development.
• Drive the transition from the current standards to the new behaviours.
• Ensure Retail teams are consistently trained all over the world, following a development path that starts on their first day in the company.
• Work closely with the team in charge of client experience measurement.
• Drive action plans of regional learning teams on this topic.
• Evaluate results and impact of training.
• Collaborate with the product training team on the gestures and specific selling behaviours by category.
• Oversee the development of clienteling skills in our stores, collaborating with the Client team.
• Develop and coach one training manager, particularly dedicated to the training part of the Retail Excellence projects.

What is important for the role (requirements):

• Significant experience in developing Client Experience and Selling Skills in a luxury environment.
• Credible retail experience, and ability to deliver retail-friendly solutions.
• Understanding the expectations of luxury clients.
• Creativity.
• Eye for detail, refinement, sophistication, beauty, aesthetics, and ability to manage nuances.
• Great communication skills, listening skills, and ability to follow up.
• Fluent in English, and Spanish is a plus.

Please note that due to the volume of applications, we regret that only shortlisted candidates will be contacted. We apologise for any inconvenience and appreciate your understanding