MANAGER, COMMERCIAL LEARNING & DEVELOPMENT

Cartier; Hong Kong; Hybrid; HKD 600,000 - 1,000,000; Full time

Job summary

Cartier is seeking a dynamic boutique coaching leader to drive performance and enhance the Cartier brand through expert coaching of sales, service, and client experience teams. The role focuses on aligning coaching with commercial KPIs, developing targeted plans, and delivering on‑the‑floor guidance and post‑visit reporting.

You will partner with Retail leaders, HRBP, and regional teams to advance new hires, integrate brand values, and communicate training needs to corporate L&D.

Qualifications

• Experience coaching luxury retail teams to improve selling, client development, and client experience.
• Ability to translate data trends into actionable coaching plans.
• Strong communication and influencing skills for senior leaders and boutique teams.

Responsibilities

• Provide in‑the‑moment coaching on the sales, service, and client experience teams.
• Develop boutique visit agendas and coaching plans using KPI data.
• Deliver side‑by‑side coaching and post‑visit reports with actions for teams and leadership.
• Prepare weekly summaries for leadership highlighting progress on commercial initiatives.
• Support boutique leadership development through coaching the coach and assess coaching progress.
• Track coaching impact using data metrics and adjust plans to close gaps.

Skills

Coaching skills

Sales skills

Data interpretation

Communication

Tools

Learning platforms

Job description

Job Mission

• Drive performance improvement and enhance the Cartier brand through observations of guest experiences and provide in‑the‑moment coaching of the sales, service, and client experience teams. Coaching topics may include, but are not limited to, all aspects of selling skills, client development, and client experience, aligned to the Chez Cartier model.
• Align boutique coaching with key commercial priorities and KPIs that include driving sales, client development, and client experience.
• Craft boutique visit agendas and priorities using key performance data trends to develop a targeted coaching plan.
• Side‑by‑side coaching on the floor to support 1:1 development of the team.
• Observe boutique morning briefs and “Chez Cartier Mornings” during boutique visits. Provide feedback to leaders to enhance daily communication and elevate daily learning moments.
• Complete post‑visit boutique reports that summarize the coaching goals, progress made, setbacks, or priorities, including actions to be taken by boutique team members, HR, and regional leadership.
• Prepare a brief weekly summary report to the Director of L&T highlighting actions, accomplishments, and progress on key commercial initiatives within the market.
• Support boutique leadership development through side‑by‑side “coaching the coach”. Provide feedback on and assess progress of the leader’s coaching ability to drive performance of their teams.
• Use data metrics to track coaching impact on key commercial priorities. Address gaps in performance through qualitative and quantitative analysis, and adjust coaching plans as needed.

Collaboration and Cross‑functional Partnerships

• Partner quarterly with Retail leaders and Boutique Leaders to analyze the progress of the boutique coaching plans, impact on results, and revise plans as needed.
• Partner with Retail leadership and HRBP to review and provide input on individual development plans to elevate performance.
• Strengthen the integration of new hires into the Maison to support accelerated performance.
• Assist Boutique teams in fully embracing the company’s values, vision, and strategy.
• Communicate to Corporate L&D team on in‑boutique dynamics and training needs.
• Assist with guest interactions as appropriate (i.e. events and activations).

Facilitation & Training

• Leverage learning curriculum to facilitate in‑boutique, small group trainings on topics that include selling skills, client development, client experience, and product.
• Lead learning & development “run of show” initiatives in support of new boutique openings, relocations, or renovations.
• Foster a robust learning culture within each boutique by championing Cartier’s Learner Experience Platform, MyLearning, as part of a holistic development journey.

What is ‘Coaching’?

Coaching is a collaborative process with Boutique Leadership that is solution‑focused, result‑oriented, and systematic, in which the coach facilitates the enhancement of work performance for individuals and groups, based on models as defined through the L&D commercial programs. A coach uses a range of communication skills (such as active listening, questioning, and reformulating) to improve performance, learning, and development. A coach unlocks an individual’s potential to maximize their performance through demonstrating support and feedback.