To identify development needs; thus designing, implementing and evaluating Global CX learning solutions, in line with the CX strategy.
Ensure solutions can be used cross-functionally.
Collaborate with stakeholders to deliver retail-ready, commercial (ROI), and timely solutions.
Regularly analyse and evaluate CX tools and implement improvements.
Lead and inspire a team of Global Customer Experience Trainers and regional advocates to embed and foster CX.
Work in conjunction with the Customer Experience Director in the creation of a Customer Experience curriculum. To create a customised program for all global channels including Stores, Outlets, Concessions, Travel Retail, Wholesale and customer services. To deliver a curriculum focused around the 3 key pillars of People, Product and Service. To design, plan, analyse, deliver, evaluate and project manage the curriculum in all of the channels.
To business partner with HCD to ensure training materials, courses and tools are aligned and used to develop our retail teams. To design and deliver training workshops to confidently up skill our retail managers. To collaborate and influence the sell-in of our new curriculum and ensure it feeds into the TMR / succession planning of retail teams. Ensure we are providing a successful development road map for all levels of our retail estate.
Design and deploy a blended learning approach, to ensure that market specific and cultural needs are met. Maintain an understanding of training and digital trends, developments and insight into the luxury retail environment to ensure our customer experience program is relevant and ensures we are market leaders. Establish relationships with key stakeholders setting objectives/KPI's, piloting & evaluating the CX curriculum outputs. Ensure all areas of the businesses are supported with key launches and/or new initiatives
To lead, manage and develop a team of Global Customer Experience Trainers and regional advocates to ensure they have the skills, knowledge and resources to execute the Global Customer Experience curriculum. To provide regular coaching and feedback to develop these individuals in their roles. Ensuring the team are delivering training excellence and consistency throughout the global business. To set clear team objectives and analyse these throughout the year via regular 1-1 and appraisals.
To evolve ad adapt existing techniques and identify opportunities to build a new Customer Experience program, working with the Customer Experience Director. Put the Molton Brown customer at the heart of everything we do and cater to their service needs and desires. To manage relationships with external suppliers on CX projects-identifying coherent opportunities and working within budget
CIPD Qualified desirable
CTP Qualified desirable
Beauty Qualified desirable - namely massage and skincare
5+ years in a HCD and /or Learning and Development capacity
Experience working across global markets and cultures
E-Learning and gamification for learning experience desirable
Experience of working in a Customer Experience / service-based environment desirable
Experience of working with vendors / suppliers
Experience specifically in TNA, Designing, Creating and evaluating learning needs mandatory
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