Key Job Accountabilities:

The Retail Learning & Consumer Experience Manager will be responsible for developing a strategy to prioritize learning for the Retail population at the corporate level. Working closely with Business Unit Retail education teams, the role will help to enhance functional capacity and drive sustainable growth.

The incumbent will provide the optimized e-learning strategy considering blended O+O learning trends and methodology, field operation status and business/corporate objective to equip beauty advisors and retail staffs to provide best in class customer service with brand knowledge, category expertise and true service mindset. 

Descriptions:

*Design, Transmit & Empower to enhance Customer Experience & Service Attitude

• Design a consumer experience evaluation program 
• Elaborate service & retail education plans aligned with business priorities
• Customize programs to meet the business needs and priorities, considering each market's competitive landscape and culture. 

*OMNI Retail Learning Program Delivery 

• Design appropriate omni-learning resources, and training interventions to narrow knowledge and performance gaps 
• Delivers & transmits content strategy and operational strategy(engagement and run-rate) for E-learning platform
• Cooperates with 360° internal and external stakeholders to ensure consistent experience of the platform
• Create a training follow-up/refresher event cycle calendar.
• Lead the Train The Trainers programs in partnership with Regional academy team in different locations of APAC

*Leadership of Retail Learning Team

• Provide direction for regional Learning team 
• Motivate and inspire others by leading by example, demonstrating empathy, creating an environment where candid debate is encouraged, and remaining approachable 
• Coach team members in professional development 
• Foster empathy 

*Program/Project Administration 

• Develop and articulate compelling visions to others. 
• Create project plans, document delivery timelines, resource requirements, costs and deliverables
• Manage training logistics: Communications, venue planning, travel, materials' translation, and production
• Create training plan and forecast expenses for Company Budget submission each year
• Training data compilation for reporting
• On-going measurement of programs' effectiveness and efficiency

Key Requirements:

• A minimum of 5-7 years relevant experience shaping and driving training programs with visible results and team management experience 
• Experience with O+O blended learning in a must
• Demonstrated ability to implement regional programs and initiatives in a matrix organization
• Show ability to design learning strategy and annual program, including service excellence evaluation program framework and internal E-learning platform, linked to organization goals 
• Experience with Travel Retail, Beauty or FMCG will be advantageous 
• Demonstrated ability to work independently in areas of ambiguity
• Ability to build effective relationships in a cross-functional team environment with demonstrated success in managing international collaborations
• Strong verbal and written communication and consistent attention to details 
• Strong stakeholders management skill