Montblanc Training Manager

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 ( 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 ( new members, openings).

Training support on some Montblanc dedicated selling tools ( 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 ( 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 :

University degree

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 ( international trainers convention)