Client Experience Training Manager

Fendi; Roma; In loco; EUR 56.000 - 69.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonus eligibility

Descrizione del lavoro

Fendi seeks a dynamic Client Experience Training Manager to shape the global client experience roadmap. You will oversee the learning path from onboarding to leadership training for the worldwide boutique network, instilling client-centric behaviors to drive growth.

The role entails managing a team, collaborating with regional training teams, and driving timely delivery of trainings through a mix of in-person and digital formats. English fluency is required; travel is expected.

Competenze

• University degree in marketing & communication or related field.
• 8+ years of training experience in international retail or luxury fashion.
• Knowledge of luxury fashion industry and retail environment is a plus.
• Excellent strategic, analytical and communication skills with ability to navigate global scenarios.
• Ability to manage full training cycle including in-person activities and e-learning.
• Willingness to travel to key retail locations.
• Fluency in English; Italian is a plus.

Mansioni

• Develop the learning strategy and roadmap for client/selling experience, onboarding and leadership training for Fendi’s retail network.
• Create 360 training programs combining in-person and digital learning with global and regional needs.
• Set success metrics (retail KPIs, client KPIs, NPS) and report training outcomes with improvements.
• Coordinate worldwide training delivery, calendars and on-the-floor coaching to maximize impact.
• Bridge e-learning content with selling floor practices through real-life scenarios and practice.
• Foster client-centric mindset and styling culture across the retail network.
• Collaborate with CRM and other retail functions to define training plans and actions.
• Design training projects with HQ Omnichannel team for Customer Service.

Conoscenze

Leadership

Strategic thinking

Analytical skills

Communication skills

English fluency

Formazione

University degree in marketing/communication or related field

Strumenti

Learning platforms

Descrizione del lavoro

Position Fendi is seeking a dynamic and strategic Client Experience Training Manager to play a pivotal role in shaping the evolution of our global client experience roadmap. This critical position will manage the creation and implementation of the learning path connected to onboarding, client experience and leadership of our retail boutique network worldwide. The goal is to instill in our retail teams the mindset, behaviors and actions that will bring the client and business growth ambition for Fendi. Connecting with, converting, styling and retaining clients will become core objectives of all the trainings developed by this role. This position is based in Rome at Fendi HQ and reports to the WW Retail Training Director and is expected to manage one person.

Position Fendi is seeking a dynamic and strategic Client Experience Training Manager to play a pivotal role in shaping the evolution of our global client experience roadmap. This critical position will manage the creation and implementation of the learning path connected to onboarding, client experience and leadership of our retail boutique network worldwide. The goal is to instill in our retail teams the mindset, behaviors and actions that will bring the client and business growth ambition for Fendi. Connecting with, converting, styling and retaining clients will become core objectives of all the trainings developed by this role. This position is based in Rome at Fendi HQ and reports to the WW Retail Training Director and is expected to manage one person.

Job Responsibilities

• As part of the WW Retail team, develop the learning strategy and roadmap for the new client/selling experience, onboarding and leadership training paths for the Fendi retail network.
• Develop the 360 training programs, as an effective combination of in-person and digital learning – combine a global framework with regional needs for basic and advanced storytelling, managerial and technical selling skills.
• Assign measures of success for these new training paths, as a combination of retail KPIs, client KPIs, NPS and qualitative evaluations. Provide regular reports on training outcomes and suggest improvements.
• Drive the planning, coordination, delivery/co-delivery of training sessions on a worldwide scale establishing training calendars schedules for effective and timely delivery. Develop a consistent monitoring and on-the-floor coaching approach to drive impact of each training.
• Work closely with the regional Retail Training teams to bridge the technical selling skills into daily practical selling actions: bridge the e-learning seasonal collection knowledge to the selling floor, through real life scenarios and practices.
• Cultivate the “client-centric” mindset and styling culture, as well as strengthen the related soft skills across Fendi retail network
• Liaise with the central CRM team on the study of client behavior and feedback, as well as with all other retail-related functions depending on the training focus, to define plans and actions.
• Project design, with the HQ Omnichannel team, dedicated training to Customer Service teams.
• Identify opportunities to innovate and improve training methodologies to meet evolving business and learning needs. Stay ahead of the trend to deliver creative solutions for Fendi.
• Manage the Client Experience Training budget and liaise with zones for regional budgeting.

Profile

• University degree or equivalent in a relevant field, including marketing & communication.
• Prior experience (more than 8 years) in training in international retail companies and client experience and strategy development is required.
• Knowledge of luxury fashion industry and experience selling within a retail environment will be considered a plus.
• Excellent strategic, analytical and communication skills, with the ability to navigate complex global scenarios with entrepreneurial and flexible attitude
• Ability to manage the full training cycle, including conducting in-person activities and using learning platforms.
• Ability to manage multiple priorities with sharp deadlines, while delivering excellence, along with a results-driven attitude
• Willingness and ability to travel to key retail locations
• Fluency in English is required; Italian will be considered a plus.
• Ability to assess business needs of a retail store based on specific KPI indicators.
• Personal traits: leadership, curiosity, proactiveness, innovation.

LVMH is committed to non-discrimination and respect of each person’s singularities.

We recognize and recruit all types of talent.

Additional Information

For new joiners for this role in Italy, the annual gross salary associated with this position is EUR 62.500.

This is only the initial annual gross salary granted to this position. This figure has been determined based on objective and gender-neutral criteria and reflects the starting salary normally applicable to the position at the time of publication of this job posting. Actual salaries may vary based on factors such as your unique blend of experience and skills, start date and our current organizational needs.

This role is also eligible for bonuses, subject to Fendi's discretion and based on factors such as individual and/or organizational performance.

On top of legal benefits, further benefits are provided in accordance with current company policies.

This position is subject to the provisions of the collective bargaining agreement (CCNL Commercio) applicable to the role and applied by Fendi in Italy.