Job Details
  • Reference240113_1634110730
  • LocationHong Kong
  • SalaryNegotiable
  • Job TypeFull Time
  • Posted15 days ago
  • ConsultantAdel Leung
  • Consultant emailEmail Adel

Job Duties:

  • Identify training needs through systematic approach for all training and development programs to ensure best practice and commercial values are delivered.
  • Forecast training budgets and monitor the expenses throughout budget reviews and forecasts monthly, quarterly and annually.
  • Define training track for frontline positions, including investment level, priorities, objectives, content, training hours and frequency.
  • Regular review of training programs and market trends in training, especially catering Generation Y learning models.
  • Manage transition of training modules and tools and make sure training programs and effectiveness being acknowledged by management team and stake holder departments.
  • Track training records, expenses and ROI of commercial training programs.
  • Lead the training team to provide field coaching and conduct stand up trainings.
  • Train the trainers who are store managers, supervisors namely to deliver training contents besides classrooms.
  • Implement International Retail Academy programs injected with market intelligence that enhance added value:
    • Local adaptation and translation of materials / training modules for all retail positions.
    • Run new join induction, specialization and management skills programs.
    • Work closely with Retail Academy to feedback and take down the right tools and support for market training needs. Ensure the consistency of message, design and content is retained by using a best practice template
  • Product Training:
    • Commercial understanding of products and beauty trends, levers of sales drivers and store operation procedures.
    • Identify training priorities in relation to global, zone or market focus in categories, NPD or hero products.
    • Ensure materials in the launch pack are meeting commercial needs and clearly and precisely presented to frontline.
  • Customer Service:
    • Manage and review the Mystery Shopper Program (MSP) to ensure excellent customer service level.
    • Drive customer service performance training programs to upkeep and escalate the brand's CS to a high and competitive level amongst other key players in the market.
    • Administration and cost control and performance evaluation of MSP external vendor.
    • Be the contact point of escalation of customer enquiries and sensitive CS cases. Focal external and internal person-go-to in coordinating appropriate resolutions for CS cases.
  • Competency Based Training:
    • Develop local needed competency training to all staff including but not limit to manpower planning, commercial skills, interviewing skills, performance management, coaching, conflict management, counselling, situational leadership and staff profiling, etc.
    • Run development programs for grooming future leaders in the store team.
  • Frontline Staff Development

    • Career Development Scheme (CDS):
    • Work with Head of HR and Head of Retail (people team) to design CDS content, criteria, training and assessment tools and to implement efficiently.
    • Design On-the-job (OJT) and On-the-job assessment (OJA) process of CDS for different store positions to ensure staff are trained for the skills and competency level required for respective promotions.
    • Identify skills gaps and training needs in reviewing CDS and 180 assessment result.
    • Specialisation of workforce:
    • Develop and review a transparent assessment tools of specialist skills sets, customer service, make up and skincare.
    • Communicate and identify selection of specialist team.
    • Train the specialist teams to upkeep their skills, knowledge, coaching skills and know how.
    • Drive relative commercial category performance through co-operating with specialist team.

Requirements:

  • 8 years' experience within a Learning and Development/ Training/ HR/ Operations function, ideally in a similar role for a large multi-site retailer.
  • Sound knowledge of the commercial and operational factors which influence and impact the running of a retail business.
  • Proven experience of developing, writing and implementing Management Development/ Retail Leadership programmes & guidelines with a strong customer focused approach.
  • Experience of creating training/operational materials with an appropriate tone for customer/ staff interactions.
  • Knowledge of the beauty/toiletries industry would be highly desirable.
  • Degree educated in a related discipline (i.e. Human Resources, Learning & Development, Psychology).
  • DISC, NLP or MBTI certified trainer preferred.
  • Train the trainer qualifications.