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Tiffany & Co

Retail Training Manager

Permanent

Munich, Germany

The Retail Training Manager for Germany & Scandinavia is responsible for teaching, coaching, and reinforcing key behaviors that create the brand customer experience. The primary responsibilities of the position are to observe and coach client-facing employees to ensure the sales and service standards are consistently high and brand behaviors are demonstrated at all aspects of the client interaction. The ultimate goal is to support and create brand ambassadors who are knowledgeable about products, have a strategic approach to selling and client development, and provide world-class service that results in maximum productivity, brand loyalty, and market share growth. The L&D Manager will also be responsible for managing and delivering core programs and curriculum as directed by the EMEA L&D Manager, modifying tools and resources as needed to meet individual market needs. Through oversight of this critical function, this individual will support the business in achieving its sales goal and exceed key performance indicators.

Level

Manager

Skills

Client Experience (Intermediate)

Excellent Communication (Advanced)

Retail Management (Intermediate)

Autonomous (undefined)

Customer Centric (undefined)

Excellent Presentation (undefined)

Talent Developer (undefined)

Languages

German (Fluent)

English (Fluent)

    

Key Accountabilities:

In-store coaching on the client experience:

· Monitor and observe daily customer interactions on the sales floors and debrief by sharing strengths and areas for improvement to the coachee as evaluated against the Power of Blue sales model and the Brand Experience Index, including product knowledge, selling skills, service, and luxury essentials.

· Recommend and support short- and long-term solutions to closing performance gaps (further coaching, training classes, review of training materials, company resources, etc.)

In-store coaching of the Store Leadership Team:

· Coach and develop sales leadership skills across the market and partner with the Retail Director to align on development opportunities.

· Reinforce & coach the store leadership team on impactful communication, people development, and coaching skills, to ensure a productive environment in line with the brand's cultural values. 

Virtual Classes:

· Conduct workshops to improve service excellence through proactive client service, floor management, and organization

· Local customization and implementation of service and product training

· Focus on digital tools to achieve a seamless client experience

· Execute product training in close collaboration with the merchandising team on product launches and sales techniques

· Animate sales-focused training efforts to reinforce positive brand perceptions


 

Deliver Training Programs:

• Deliver the brand Curriculum programs to achieve learning and performance goals

across the business (for both retail and non-retail). 

• Provide evaluations for post-training endeavors (surveys, follow-up, 

correspondence, analysis) to demonstrate ROI. 

• Partner with corporate support teams to design and develop training classes 

and materials to fill identified training needs or curriculum gaps for the 

German Cluster.

• Management of translation of training material and production of support 

 tools to meet business needs.

• Ensure training content is market-relevant.

• Provide follow-up to Global Management Programs (NextGen Leadership Dev 

& Leadership Foundations)

• Deliver Sales Leadership Program to Store Management Teams


 

Reporting/Tracking:

• Partner with store management to identify high potential, monitor and coach the sales team independently on their individual targets and debrief sales figures in real-time.

• Use metrics, KPIs, reports, and measurements to ensure program efficacy, efficiency, and success.

• Keep management updated on all coaching conversations, and action plans in a timely manner. 

• Compile all training data for LMS reporting & training attendance recording.

• On-going measurement and evaluation of programs' effectiveness and efficiency.

• Provide insights and business feedback on coaching activity conducted in the cluster for local Retail Management, MDs, and the L&D Manager, EMEA 




Required and Preferred Qualifications:

Required Qualifications:


- Min. 3 years retail sales and retail management experience 

- Excellent presentation and (written) communication skills

- High mobility required for training facilitation in-network locations - up to 70% travel

- Knowledge of luxury retail, the jewelry industry is preferred

- Coaching and training experience

- Strong willingness and ability to learn and gain subject-matter expertise

- Strong facilitation, communication, and interpersonal skills

- Ability to work independently and collaboratively on a team 

- Excellent follow-up, organizational skills, project management skills, and able to handle multiple tasks simultaneously

- Fluency in German and English language 


Preferred Qualifications:


- intermediate knowledge of computer-based knowledge solutions (webinars, SharePoint, e-learning)

- proficiency in PowerPoint

- jewelry product knowledge

Level

Manager

Skills

Client Experience (Intermediate)

Excellent Communication (Advanced)

Retail Management (Intermediate)

Autonomous (undefined)

Customer Centric (undefined)

Excellent Presentation (undefined)

Talent Developer (undefined)

Languages

German (Fluent)

English (Fluent)

The Retail Training Manager for Germany & Scandinavia is responsible for teaching, coaching, and reinforcing key behaviors that create the brand customer experience. The primary responsibilities of the position are to observe and coach client-facing employees to ensure the sales and service standards are consistently high and brand behaviors are demonstrated at all aspects of the client interaction. The ultimate goal is to support and create brand ambassadors who are knowledgeable about products, have a strategic approach to selling and client development, and provide world-class service that results in maximum productivity, brand loyalty, and market share growth. The L&D Manager will also be responsible for managing and delivering core programs and curriculum as directed by the EMEA L&D Manager, modifying tools and resources as needed to meet individual market needs. Through oversight of this critical function, this individual will support the business in achieving its sales goal and exceed key performance indicators.

    

Key Accountabilities:

In-store coaching on the client experience:

· Monitor and observe daily customer interactions on the sales floors and debrief by sharing strengths and areas for improvement to the coachee as evaluated against the Power of Blue sales model and the Brand Experience Index, including product knowledge, selling skills, service, and luxury essentials.

· Recommend and support short- and long-term solutions to closing performance gaps (further coaching, training classes, review of training materials, company resources, etc.)

In-store coaching of the Store Leadership Team:

· Coach and develop sales leadership skills across the market and partner with the Retail Director to align on development opportunities.

· Reinforce & coach the store leadership team on impactful communication, people development, and coaching skills, to ensure a productive environment in line with the brand's cultural values. 

Virtual Classes:

· Conduct workshops to improve service excellence through proactive client service, floor management, and organization

· Local customization and implementation of service and product training

· Focus on digital tools to achieve a seamless client experience

· Execute product training in close collaboration with the merchandising team on product launches and sales techniques

· Animate sales-focused training efforts to reinforce positive brand perceptions


 

Deliver Training Programs:

• Deliver the brand Curriculum programs to achieve learning and performance goals

across the business (for both retail and non-retail). 

• Provide evaluations for post-training endeavors (surveys, follow-up, 

correspondence, analysis) to demonstrate ROI. 

• Partner with corporate support teams to design and develop training classes 

and materials to fill identified training needs or curriculum gaps for the 

German Cluster.

• Management of translation of training material and production of support 

 tools to meet business needs.

• Ensure training content is market-relevant.

• Provide follow-up to Global Management Programs (NextGen Leadership Dev 

& Leadership Foundations)

• Deliver Sales Leadership Program to Store Management Teams


 

Reporting/Tracking:

• Partner with store management to identify high potential, monitor and coach the sales team independently on their individual targets and debrief sales figures in real-time.

• Use metrics, KPIs, reports, and measurements to ensure program efficacy, efficiency, and success.

• Keep management updated on all coaching conversations, and action plans in a timely manner. 

• Compile all training data for LMS reporting & training attendance recording.

• On-going measurement and evaluation of programs' effectiveness and efficiency.

• Provide insights and business feedback on coaching activity conducted in the cluster for local Retail Management, MDs, and the L&D Manager, EMEA 




Required and Preferred Qualifications:

Required Qualifications:


- Min. 3 years retail sales and retail management experience 

- Excellent presentation and (written) communication skills

- High mobility required for training facilitation in-network locations - up to 70% travel

- Knowledge of luxury retail, the jewelry industry is preferred

- Coaching and training experience

- Strong willingness and ability to learn and gain subject-matter expertise

- Strong facilitation, communication, and interpersonal skills

- Ability to work independently and collaboratively on a team 

- Excellent follow-up, organizational skills, project management skills, and able to handle multiple tasks simultaneously

- Fluency in German and English language 


Preferred Qualifications:


- intermediate knowledge of computer-based knowledge solutions (webinars, SharePoint, e-learning)

- proficiency in PowerPoint

- jewelry product knowledge

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