Innisfree

Job Summary
▪ To implement the regional annual training plan as directed by the brand guidelines and objectives.
▪ To deliver field coaching to Sulwhasoo Ambassadors, to grow sales profit, increase market share and enhance the brand image.
▪ To deliver customer satisfaction by efficiently responding to customers’ claims and compliments

Principal Accountabilities
1. Training: Brand story – Product knowledge – Customer experience
▪ To adapt training materials to fit the local context and enhance the content of existing training support documents as and when required.
▪ To deliver brand story, product training to Sulwhasoo Ambassadors (SA) in line with IMC plan and training priorities both online and offline.
▪ To deliver induction and specific training to grow and develop the brand’s SAs.
▪ To contribute to Region and Training projects, regional training needs, evaluation analysis, update of training programs, action plan on training and coaching to achieve retail KPIs (link-selling, cross-selling, new customer recruitment).
▪ To take initiative on building and developing program aligned with Retail Manager which enhance band love and loyalty to SAs.
2. Coaching on the job
▪ To coach SAs at POS (point of sales) to ensure the information on products are updated, sales pitch and the brand’s Art of Selling methodologies are effectively carried out and enhanced at POS.
▪ To keep roleplay 1:1 with all SA, follow up improvement plan with CM on monthly basis.
▪ To be active in the field to observe customer purchase behavior and interact with the SAs and customers, using best practice and case-study for training.
▪ To identify and provide feedback from SAs and customers for future training needs.
3. Deliver luxury service sense to customer experience
▪ To update and understand monthly/ad hoc promotion to support in field properly.
▪ To update and comprehensively study CRM program to coach SA and ensure satisfaction of customer’s journey.
▪ To follow up and respond efficiently and timely to customers claims and compliments based on Global complain manual and local adapted.
▪ To monitor, evaluate Mystery shopper program and propose proper plan for improvement.
▪ To update and maintain the day-to-day visual merchandising and SAs’ image in duty
4. Other
▪ To plan and monitor training and travelling expenses according to budget resource optimization.
▪ To prepare script/document and present if required for workshop/event/livestream, etc.
▪ To report and update documents on education library on monthly basis.
▪ To monitor Classum (online class) to ensure learning progress of all SAs, upload materials following BE team’s guideline timely.
▪ To perform any other assigned job duties as per assigned by the management.