Training Manager

2 weeks ago

Coral Gables, United States BVLGARI Full time

B V L G A R I is seeking for a Training Manager to join its Latin America & Caribbean team in Miami, Florida

The Training Manager ensures the successful delivery of Bulgaris coaching, learning and development programs throughout the Caribbean and Latin America so our teams can deliver unparalleled client experience and deliver business growth.

Key responsibilities

  • Perform comprehensive training programs for our Directly Owned Shops and Franchised boutiques operated by business partners. Covering axis and selling skills with a primary focus on the Caribbean and Latin America (excluding Mexico and Brazil) region.
  • Deliver in-store and off-site training sessions focused on products and soft skills.
  • Coach and develop sales team on how to deliver an elevated, unique, and memorable shopping experience (client focus, storytelling, extraordinary service, selling skills and attitude) by observing the sales floor and providing feedback accordingly.
  • Partner with Store Managers on training plans, needs, assessment and follow up.
  • Train the Trainer- Responsible for training Boutique Managers and category ambassadors to provide in-store trainings.
  • Support key regional projects, events, and conventions regardless of the location within the LATAM region in collaboration with regional training managers and collaboration with global training community.
  • Organize and deliver Brand training session as part of new LATAM Bulgari employees on-boarding.
  • Develop training tools, materials, and collateral to support local initiatives for all axis (jewelry, watches, accessories and selling skills) and adapt to the audiences (internal and external client advisors, office staff, retail teams, business partners).
  • Closely follow and monitor Mystery Shopping program to meet brand objectives and measurable targets.
  • Set a training plan that outlines all action steps and resource requirements to meet Bulgaris brand ambassadors program.
  • Implement and administer the FHH training certification program for all Client Advisors on an ongoing basis.
  • Guarantee the correct application of company norms and procedures (Voice of the client, etc.).
  • Track training, certification, attendance and completion of Centrally Delivered Trainings and E-Learning courses for Client Advisors.
  • Collaborate with interdepartmental committees or taskforces, as necessary.
  • Monitor, follow closely, and meet retail KPI targets (e.g., mystery shopping, e-learning, NPS, conversion rate)
  • Conduct retail KPIs data analyses and implement L&D plan based on areas of opportunity.
  • English to Spanish translation on selective training guidelines as needed.

Key Competences

  • Fluent in English and Spanish. Portuguese a plus.
  • Coaching experience and/or interest in the matter
  • Public speaking
  • Adult learning theory
  • Curriculum development
  • Strong written communication skills
  • Excellent interpersonal communication skills
  • Discretion
  • Detail-oriented.
  • Teaching skills including presentation and curriculum development/documentation Computer literate (MS Word and Excel and PowerPoint)
  • Basic understanding of micro-mechanics (i.e. capacity to learn the technical aspects of how a watch works)
  • Basic business acumen in sales
  • Knowledge of watch/jewelry/accessories industry
  • Luxury retail sales experience

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