Retail Coach

LVMH Group; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Tiffany & Co. in Kuala Lumpur seeks a Retail Coach to observe, coach, and partner with store leadership to elevate client experience and brand attitudes on the sales floor.

The role focuses on planning training sessions, on-the-job coaching, and follow-up to ensure selling and clienteling skills are adopted, creating Tiffany Brand Ambassadors who are curious about clients, the brand, and products.

Qualifications

• Expert knowledge in Retail Leadership and people development.
• Confident in identifying gaps and applying coaching & learning methodologies.
• Proven track record with progressive coaching approach.
• Strong facilitation, communication, and interpersonal skills.
• Ability to interact strategically with a broad range of stakeholders.
• Lead and inspire as a role model as a Retail Coach.
• Encourage growth mindset and winning spirit.

Responsibilities

• Align with Retail Goals to implement and drive changes and elevation in Client Experience.
• Monitor and observe daily client interactions on the sales floor, provide feedback, and update Coaching Log.
• Ensure brand behaviors are demonstrated on the sales floors as company standard including grooming, image and etiquette, store presentation standards.
• Partner with store leaders to identify store opportunities through observation and dashboards; create coaching plans and track progression.
• Monitor and coach the sales team on client experience behavior and close performance gaps with coaching, training, and learning materials.
• Establish frequent check-ins with store leadership, market retail performance and learning teams on coaching conversations.
• Update training records in Tiffany Oracle LMS.
• Lead by example and support a culture of coaching & feedback with Store & Team Managers.
• Give feedback to store leaders on Leadership Rituals.
• Structure, schedule and participate in motivational learning moments and trainings.
• Organize onboarding/induction for new hires with subject matter experts.

Job description

The Retail Coach will partner with designated store leaders and retail teams to observe, monitor, and coach teams to ensure Tiffany client experience is delivered consistently, and brand attitudes are demonstrated. Through thoughtful planning of training sessions, partnership with store leadership, on the job coaching and follow up, the Retail Coach will ensure the selling and clienteling skill sets are adopted and demonstrated by the retail teams confidently & skillfully, to meet business needs. The goal is to create Tiffany Brand Ambassadors who are curious and passionate about our clients, the brand, products and have a strategic and optimistic approach to selling and client development.

Responsibilities

Coaching for Client Experience

• Align with Retail Goals to implement and drive changes and elevation in Client Experience.
• Monitor and observe daily client interactions on the sales floor. Provide feedback to the retail sales team and update Coaching Log as evaluated against Tiffany knowledge, client experience, selling skills and attitude benchmarks/best practices.
• Ensure brand behaviors are demonstrated on the sales floors as company standard including but not limited to grooming, image and etiquette, store presentation standards, etc.

Coaching for Performance

• Partner with store leaders to identify store opportunities through observation, sales dashboards and NPS.
  • Create coaching plan for market & store, update coaching log to give visibility on progression & time spent to equipped the sales team.
  • Monitor and coach the sales team on their client experience behavior, offering short- and long-term solutions to closing performance gaps (coaching, training classes, review of training materials, etc).
  • Establish frequent check-in schedule with store leadership, market retail performance and learning teams on coaching conversations, progress, and opportunities.
  • Update training records for employees in Tiffany Oracle Learning Management System (LMS)
• Lead by example and help support a culture of coaching & feedback working directly with the Store & Team Managers.

Partnership on Leadership Development of Store Leaders

• Give feedback to store leaders upon observation of Leadership Rituals (Daily T, Leader on the floor, 1 to 1 conversation)

Training for impact

• Partner with store leadership for structuring, scheduling and participating in motivational learning moments that includes regional training sessions, peer mentorship programs, employee experiences etc.
• Partner with Regional & Local Retail Learning Manager to learn and facilitate trainings for designated market, designed to support business objectives.
• Organize and/or facilitate inspiring & impactful on-boarding/induction to all new hires, partnering with subject matter experts in the market/region or store to ensure an enhanced learning experience for the employee.
• Partner with store management to prepare monthly training calendar/focuses, mapping out learning solutions (Daily T, In-store training sessions) based on observations and specific business objective of store/region.
• Observe the quality of all in-store training via follow up, partnering with Store Management Team, maintaining an active sales floor presence to assess the impact of any learning initiatives.

Qualifications

• Expert knowledge in Retail Leadership and people development skills
• Confident in identifying gaps and application of coaching & learning methodology and techniques to train retail team members
• Proven track record with progressive coaching approach
• Strong facilitation, communication, and interpersonal skills
• Ability to interact strategically with broad range of stakeholders.
• Lead and inspire as a role model as a Retail Coach
• Encourage growth mindset and winning spirit

Preferred

• GIA Certified
• Jewelry industry experience
• 3 years of Retail Field Coach / Training & Development experience (facilitation skills / luxury brand or service industry)