Customer Experience & Training Manager

At Lacoste, we think Life is a Beautiful Sport and hope you do too. If you want to be a part of a culture that values performance, innovation and joie de vivre then keep reading. Are you naturally competitive? Do others look to you for inspiration? Are you happy and upbeat? Do you want to play on the best team? If you answered yes, we want to talk to you! Lacoste strives to hire only the very best players who are at the top of their game.

Summary Description:

The Customer Experience (CX) & Training Manager is responsible for driving the customer experience in all retail boutiques and outlets. He or she will be trusted advisor on development and training matters, and responsible to provide ideas and challenges to management teams, acting as a catalyst for change. Our ideal candidate will have the capacity to be a strategic business partner, while still acting as a hands-on resource for our Retail Market Leaders and their teams as well as be able to provide support for the corporate training and performance & development review (PDR) processes.
________________________________________

Essential Job Responsibilities:

RETAIL CUSTOMER EXPERIENCE –

• Identify Store Managers with potential for training responsibilities, and how to best utilize their skills; manage, lead and coach the Retail Management Academy Ambassadors and the program in its entirety
• Use needs assessment and site visits to identify areas of opportunity for training and development initiatives. As training needs and talent gaps are established, the CX Training Manager will work with the CX Academy in Paris to design & localize necessary global trainings, and build a strategy for a seamless & effective training plan in our stores
• Design, develop and manage unique programs, tools and delivery methods that effectively meet the needs of the business, and determine best delivery and media methods based on coursework and audience
• Conduct effective and engaging live training sessions; use technology to reach and align any remote locations
• Monitor and evaluate training program’s effectiveness, success and ROI and report on them; maintain ownership of the training budget
• Stay alert of and have a keen understanding for new training trends, (such as Virtual Reality), developments and best practices

CORPORATE OFFICE SUPPORT –

• Partner with the Management Academy in Paris to design & execute trainings for all corporate associates, and work with the Talent & HR Manager for delivery
• Project-manage PDR processes, to make the focus on development come alive

Requirements/Qualifications:

• 5 years of hands-on design, management and delivery of retail learning and development programs
• Energy and enthusiasm - a passion for teaching, leading and coaching
• Ability to think globally, strategically, and objectively
• Effectively translate data into actionable insights & strategies
• Ability to build trust and relationships with key business partners; demonstrated ability to influence
• Excellent communication and presentation skills & MS proficiency (Word, Excel, PowerPoint)

Core Values and Traits:

Accountable -
Providing answers to questions
Proposing solutions
Integrating our role as a global economic player  

Collaborative -
Succeeding together
Working together
Sharing information
Trusting each other  

Caring -
Respecting our people
Caring for customers
Different points of view
Concern for others  

Audacious -
Taking risks
Being creative & innovative
Following the less taken path
Creating value

At Lacoste, we think Life is a Beautiful Sport and hope you do too. If you want to be a part of a culture that values performance, innovation and joie de vivre then keep reading. Are you naturally competitive? Do others look to you for inspiration? Are you happy and upbeat? Do you want to play on the best team? If you answered yes, we want to talk to you! Lacoste strives to hire only the very best players who are at the top of their game.

Summary Description:

The Customer Experience (CX) & Training Manager is responsible for driving the customer experience in all retail boutiques and outlets. He or she will be trusted advisor on development and training matters, and responsible to provide ideas and challenges to management teams, acting as a catalyst for change. Our ideal candidate will have the capacity to be a strategic business partner, while still acting as a hands-on resource for our Retail Market Leaders and their teams as well as be able to provide support for the corporate training and performance & development review (PDR) processes.
________________________________________

Essential Job Responsibilities:

RETAIL CUSTOMER EXPERIENCE –

• Identify Store Managers with potential for training responsibilities, and how to best utilize their skills; manage, lead and coach the Retail Management Academy Ambassadors and the program in its entirety
• Use needs assessment and site visits to identify areas of opportunity for training and development initiatives. As training needs and talent gaps are established, the CX Training Manager will work with the CX Academy in Paris to design & localize necessary global trainings, and build a strategy for a seamless & effective training plan in our stores
• Design, develop and manage unique programs, tools and delivery methods that effectively meet the needs of the business, and determine best delivery and media methods based on coursework and audience
• Conduct effective and engaging live training sessions; use technology to reach and align any remote locations
• Monitor and evaluate training program’s effectiveness, success and ROI and report on them; maintain ownership of the training budget
• Stay alert of and have a keen understanding for new training trends, (such as Virtual Reality), developments and best practices

CORPORATE OFFICE SUPPORT –

• Partner with the Management Academy in Paris to design & execute trainings for all corporate associates, and work with the Talent & HR Manager for delivery
• Project-manage PDR processes, to make the focus on development come alive

Requirements/Qualifications:

• 5 years of hands-on design, management and delivery of retail learning and development programs
• Energy and enthusiasm - a passion for teaching, leading and coaching
• Ability to think globally, strategically, and objectively
• Effectively translate data into actionable insights & strategies
• Ability to build trust and relationships with key business partners; demonstrated ability to influence
• Excellent communication and presentation skills & MS proficiency (Word, Excel, PowerPoint)

Core Values and Traits:

Accountable -
Providing answers to questions
Proposing solutions
Integrating our role as a global economic player  

Collaborative -
Succeeding together
Working together
Sharing information
Trusting each other  

Caring -
Respecting our people
Caring for customers
Different points of view
Concern for others  

Audacious -
Taking risks
Being creative & innovative
Following the less taken path
Creating value