Responsible for implementing the global customer experience program that can used cross functionally to ensure Molton Brown are market leaders in service experience. Collaborate, communicate effectively with cross-functional stakeholders.Monitor and follow up learning with on-brand/commercial solutions.Ensuring the curriculum is appropriately trained,regularly fed back / reported on to the CEM.Pro-actively co-ordinate plans and manage time to deliver learning to our internal customers.
Implementation: To deliver a globally customized learning and experience program for all global channels including Stores, Outlets, Concessions, Travel Retail, Wholesale and customer services within agreed timescales with the CEM. To deliver this in line with the strategic learning pillars of People, Product and Service. This will include extensive travel.
Relationships: To form a collaborative relationship with retail, Experts in the field and all other key global stakeholders to ensure training materials, courses and tools are aligned and fit for purpose to develop our teams. Establish and deliver regular meetings / 121 communication touch points with stakeholders so they are fully aware and aligned to the deliverables of the customer experience team.
Knowledge: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.
Design and Implementation: Design and deploy a blended approach global training solution to ensure that market specific and cultural needs are met. Deliver training workshops to confidently up skill our retail managers. To influence the sell-in of our new curriculum and ensure it feeds into the TMR / succession planning of retail teams. Ensure we are making development pathways available for all levels of our retail estate via effective communication.
Progressive Approach / Logistics: Identify and share with CEM opportunities to build on the Customer Experience program. To manage time effectively and in keeping with business/ team priorities. To communicate effectively with external suppliers on resources/room bookings etc. To administratively support the customer experience team day to day with logistics.
3-5 years in a HCD and /or Learning and Development capacity
Experience working across global markets
E-Learning and gamification for learning experience desirable
Experience of working with vendors / suppliers / in a wholesale capacity
Experience specifically in Creating and evaluating learning needs mandatory
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