Chanel 3.9 ★

Context:
RETAIL EVOLUTION AND BUSINESS PRIORITIES: Learning should adapt with retail changes, be relevant to
business and be able to support business priorities and drive towards business results.
LEARNING THROUGH PERSONALISED ENGAGEMENT AND DEVELOPMENT JOURNEY: Learning should be
shifted from mass training to providing customized learning solutions and individualized coaching, so as to
create an impact on BAs in building personal connection with the clients.
MEASURING EFFECTIVENESS: Learning should be monitored and consistently measured its effectiveness to
ensure the strategy and approaches are in place to drive business outcomes.
INVEST IN PEOPLE DEVELOPMENT: As one of the CHANEL differences, Learning should at the same time
support people development by identifying individual potential and development needs, providing solutions
and opportunities to develop, motivate and retain talents.
Job Mission:
• In line with the FBP (Fragrance & Beauty Product) strategies and business priorities, the Retail
Learning & Development Partner (RLDP) develops the Retail team of tomorrow (including Beauty
Advisors, Expert team, and Store Manager team) with capabilities beyond products, to excel in
client experience and retail excellence.
• The RLDP transfers the Retail learning into POS executions and business results.
• The RLDP coaches the Retail team to raise capability, improve performance and grow potential.
• The RLDP elevates the Retail team learning journey by customizing learning solutions, coaching and
monitoring progresses, and consequently creating impact on client experience and business results.
• The RLDP supports people development of Retail team
• The RLDP connects between Learning and Retail, driving changes through coaching, role modeling
and cross-function collaboration
Key Roles and Responsibilities
Curate and provide personalized Learning journey & solutions for Retail team
Personalised learning journey & solutions
• Identify and analyze learning requirements based on individual and collective needs
• Recommend customized learning roadmaps, action plans and relevant content for individual BAs /
Expert team / Store Manager team based on business performance and observations of client
interactions at POS
• Deliver and/or monitor different learning solutions (eg. coaching, on-site training, digital
learning…etc.) on products, services, client experience and retail topics
• Monitor the progress of learning, evaluate the effectiveness and relevancy of the learning
solutions, provide timely feedback to Learning team
• Track learning and coaching effectiveness by defined KPIs
• Work closely with Store Managers to curate each BA’s & Expert’s individual development plan
based on the assessment of their development needs*
*determined by 1) floor observations; 2) Individual’s own career goals; 3) Store Manager feedback
Coaching
• Use CHANEL Coaching philosophy & approach, and the provided coaching tools in coaching
• Schedule & plan 1 on 1 coaching sessions with each Retail member, with the objective of growing
and supporting them to meet business KPIs in relation to 3-axis knowledge, expertise, services, job
mission and client experience
• Keep close track on Retail’s individual performances by the KPIs
• Observe closely Advisor-client interactions to identify the individual’s potential and areas of
improvement
• Develop a solid understanding of each Individual strength & weaknesses, opportunities &
challenges
• Engage in regular coaching conversations with Retail team to assist in their learning and individual
development
• Monitor Retail team status and progress, feedback to Division Head and People & Organization
Manager, work together on development action plans as appropriate
Onboarding
• Keep informed of the new Retail team hired. Support each new individual thru their first 3 months
onboarding, and their first full year with the Brand
• Lead the learning community during the new Retail team onboarding phase by leveraging digital
platform such as Inside Beauty.
• Check in regularly with the new BAs on their learning and assimilation into the new culture and
environment.
• Check in regularly with the buddies to receive feedback on the learning progress of the team
• Provide coaching to the new hires in product knowledge, services, selling skills and client experience
as appropriate
Feedback to Store Managers and Learning team on new BA onboarding status, and any concerns
raised.
• Provide feedback to Store Managers on the probation outcome; participate in probation review
meeting.
• Keep informed of coaching/training support required for extension cases.
• Work closely with Learning team to provide any developmental support required.
Ensure Accuracy of POS Executions, enhance Client Experience and achieve Retail Excellence
• Be the master and ambassador of service protocols and standards for optimal client experience.
• Ensure Retail team obtain the mind set and skills set required to achieve Retail Excellence
priorities.
• Ensure Retail team’s ability in transferring their learning into daily applications at POS.
• Provide feedback to Learning team on the efficacy and relevancy of learning solutions.
• Monitor POS executions and provide timely coaching and feedback.
• Observe client-BA interactions to identify areas of improvement in client experience.
• Use CSS reports to define/refine client experience and advice learning plans adaptation.
• Share best practices and individual boutique strategies observed from the field to the Retail and
office teams
Collaborate on People Development
• Understand business/POS strategy, manpower requirements and people challenges.
• Maintain a close relationship with Retail team to understand their needs, interests and concerns
for personal & professional growth, so as to develop, motivate and retain the team.
• Participate and provide advice on the people development discussions with Retail Manager and
Store Managers (e.g. performance review, promotion decisions, building succession pipeline…etc.)
• Partner with Learning team and Retail team to map out potential career roadmap for Retail team
• Maintain close relationship and collaboration with HR, L&D team and Retail team to strategize and
develop a comprehensive individual development plan for Retail level
Measuring Effectiveness and Feedback on People/Client Intelligence
• Be accountable for client and employee loyalty quantitative and qualitative KPIs (TBC) , such as:
o No. of BAs coached
o No. of coaching hours
o CSS in-store satisfaction scores
o Customer service complaints
o 360 feedback survey scores
o Etc.
• Share observations and feedback regarding market trends, client behaviors and other insights to
office team.
• Proactively bringing people/client intelligence/pulse of the retail teams to Retail, Learning, HR and
business GMs