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Coach · 10 hours ago

Manager, Omni Channel Training

New York, NY

Full-time

Hybrid

Mid Level

$95K/yr - $100K/yr

3+ years exp

Coach is a global fashion house committed to innovation and inclusivity. The Manager, Retail Training & Development will support service and selling training strategies to drive business objectives across North America's retail and outlet channels.

ApparelFashionLifestyleRetail

Responsibilities

Develop and lead training strategies and implementation plan for NA Retail and Outlet stores, adapting global strategies/content as needed and in close partnership with NA field leadership

Partner with NA leadership to understand NA business strategies to drive and support sales and service goals with impactful training initiatives

Leverage Coach’s online learning platform and other tools to ensure effective implementation of foundational Coach training programs, including: Associate onboarding, The Coach Experience, Foundational product training, Selling, service and clienteling training

Ensure effective use of training tools and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc

Support ongoing development, optimization and maintenance of Coach online learning platform—partnering with vendor, IT, HR and Global Training team

Drive a differentiated customer experience in stores by understanding customer shopping needs, competitive best practices, and the luxury service environment (within and beyond retail)

Collaborate with broader training team to ensure a seamlessly integrated product and service training approach

Leverage field feedback as well as customer feedback and other programs to assess effectiveness of training programs and identify ongoing training needs and opportunities

Collaborate with Global Training Team and BU Training partners to develop global training strategies and content roadmap

Regularly participate (cadence TBD) in store visits with MMs to understand evolving in-store experience, store level opportunities, implementation considerations, etc

Champion and drive the implementation of The Coach Experience selling ceremony in stores

Partner with field leadership to develop effective networks/mechanisms for training implementation, e.g., store/regional/MM train the trainer initiatives, etc

Qualification

Retail training experienceCreating training contentCustomer experience proficiencyDigital/e-learning contentLuxury brand experienceCross-functional partnershipsCreative training approachesData analysis skillsCommunication skillsOrganizational skills