Job Description
MAIN PURPOSE
Under the supervision of local sales director (dotted report line to HQ Training team), the purposes of this position are:
- Plan and implement local training strategy and programs to develop all Montblanc local employees, with focus on retail boutique colleagues, with behavioral selling skills and technical skills. Also help them convey Montblanc brand history and messages based on contents developed by HQ Montblanc Training Academy.
- Increase sales team ability to create for our customers a unique and elevated retail experience differentiated from our main competitors.
- Evaluate training results through key KPI and ensure improvements by suggesting and implementing future training opportunities.
KEY RESPONSIBILITIES
Key responsibility 1: create and develop training programs
- Identify and analyze training needs at boutique level and make suitable suggestions for retail trainings.
- Develop training materials and localize training materials developed by HQ.
- Create and develop training programs aligned with HQ to enhance and refine the ability of sales staff to reach clients in new ways and to achieve and exceed sales targets.
- Ensure to regularly review training material to remain updated and aligned with expected client service level.
- Provide presentation material for outside sales team members (i.e. Gaisho) to increase the boutique sales as a backstage support.
Key responsibility 2: implement training programs for both boutique and office staffs
- Implement training programs as a training specialist, clarify and ensure achievement of program purposes.
- Handle inquiries from boutique colleagues related to customer services, business manners and give advice as appropriate.
- Deliver product knowledge training, in collaboration with local merchandising team.
- Coach boutique staff to ensure excellent service by identifying their strengths and development needs.
- Manage logistics for training delivery (tickets and accommodations for boutique staff)
- Coordinate training implementation for office-based staff/managers.
- When required, plan training for wholesale partners and travel retail (i.e new members, openings).
- Training support on some Montblanc dedicated selling tools (i.e. bespoke Nib).
- Increase usage of the training digital tool “MeApp”
Key responsibility 3 : assessment of training for improvement
- Define indicators of performance for training, aligned with HQ strategy.
- Assess effectiveness of training program by checking performance improvement incl. sales and feedback from shop staff and others and analyze future training needs.
- Evaluate staff levels and provide feedback about training results and challenges to the management and other departments and suggest plans for improvements.
- Implement, follow-up and analyse key KPI indicators for retail customer service (i.e. Mystery shopping, NPS, training house and penetration rate for training tool usage).
Key responsibility 4 : training information
- Prepare and manage annual training plan
- Manage maintenance and update of training history (list of training program and participants)
- Manage and control training budget.
PROFILES :
Education:
Experience:
- Experience in training for a luxury Maison in Japan (retail experience required)
- Strong understanding of Training / Coaching / Luxury Retail fields
Skills:
- Coaching
- Good facilitator, good Speaker
- Logical thinking
- Good communication skills – change company’s culture towards customer relationships/ Need to communicate with HQ Training teams + internal departments
- Native Japanese fluency, English fluency
- Computer literate
Behavioral competency:
- Customer oriented
- Team Player
- Creative and pro-active problem solver
- Leadership - drive a transversal program
- Energetic & committed
- Available for international travels (i.e. international trainers convention)
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