Skills

Communication Monitoring Sales Presentation Skills Community Management Training Organization Analytical Skills

Job Specifications

This is an exciting opportunity to join CELINE as a Client Experience Training Manager within the Central Training Department. In this pivotal role, you will be at the forefront of shaping and elevating the client experience across our global network of stores in an omnichannel environment. Your ambition will be to ensure that every client interaction reflects the highest standards of luxury, personalization, and brand excellence.

Job Responsibilities

Client Experience Measurement: Oversee the measurement of client experience metrics through Mystery Shopping and Voice of Client programs. This includes managing external vendors, analyzing data, identifying key areas for improvement, and driving actionable strategies to enhance performance.
Client Journey Development: Participate in the launch of new client journeys for both Mystery Shopping and Voice of Client programs, working in collaboration with internal technical teams and external vendors to ensure seamless implementation and optimal data capture.
Soft Skills Training Programs: Design, develop, and deploy comprehensive soft skills training programs for retail teams globally. This includes client experience, sales techniques, after-sales service, and dedicated programs for store and department managers.
Training Modalities: Implement training through various modalities, including digital platforms, remote sessions, and in-person workshops, to cater to diverse learning preferences and geographical locations.
Global Trainer Community Management: Engage with and develop our global community of trainers through train-the-trainer programs, ongoing support, and performance monitoring to ensure consistent and effective training delivery.
Stakeholder Collaboration: Collaborate closely with Stores, Retail Managers, Zone Presidents, and other key stakeholders to understand their specific training needs and ensure alignment with overall business objectives.
Retail and CSC Engagement: Partner with the broader Retail and Client Service Center community to foster a client-centric culture and drive continuous improvement in service delivery.

Profile

Proven experience within the luxury retail industry: client experience management, training and development. Strong understanding of sales techniques, client service best practices, and management development principles. Experience in designing and delivering training programs using a variety of modalities, including digital, remote, and in-person formats. Excellent analytical skills with the ability to interpret data, identify trends, and develop actionable insights. Strong communication and presentation skills with the ability to effectively communicate complex information to diverse audiences, influencing stakeholders across various levels of the organization. Experience managing external vendors and building strong working relationships. Ability to work independently and collaboratively in a fast-paced and international environment. Fluency in English is essential; additional languages are a plus.

About the Company

CELINE, LVMH owned French luxury house under the creative direction of Michael Rider. Founded in Paris in 1945 by Céline Vipiana CELINE is renowned for its long history in celebrating French creativity and craftsmanship through its Ready-to-wear, Couture, Leather-goods, Haute Parfumerie and Beauté collections. The House’s ateliers and headquarters are located at 16, rue Vivienne at l’Hôtel Colbert de Torcy in the heart of Paris. Know more