Learning and Development Professional

4 weeks ago

Fort Worth, Texas, United States Richemont Full time
About the Role

The Learning and Development Manager plays a pivotal role in creating and implementing training programs and learning pathways that align with the goals of the Richemont North America Client Relations Center (CRC). This position is responsible for identifying training needs, designing relevant programs/pathways, and evaluating the impact of those on employee performance and growth.

Key Responsibilities
  • Onboarding of all new hires, including systems training and proficiency/skills assessments.
  • Fostering ongoing talent development by promoting a culture of continuous learning.
  • Aligning training and development with our organizational values and behaviors.
  • Working with Operational Leaders to identify and address training needs that impact the business.
  • Staying updated on the latest trends and best practices in training, specifically in regard to condensed timeframes.
  • Providing support as needed to train and develop teams and individuals.
  • Continuously improving and innovating learning and training practices to ensure our team remains at the forefront.
  • Performing other related duties as required.
Reporting

This role reports to the Senior Manager of Learning and Development (L&D) at the Client Relations Center in Dallas, Texas.

Requirements
  • Bachelor's degree or equivalent business experience required.
  • Ideally 3-5 years' experience in Training and Facilitation.
  • Bonus if time spent in contact center, preferably as a front-line associate.
  • Bonus if COPC Certified.
  • Bonus if multiple languages spoken, including Spanish, French, Portuguese, or other.
  • Ability to travel occasionally as necessary.
Technical Skills
  • Proficient facilitator with proven ability to improvise.
  • Proficient in creation of Micro-Learning for complex concepts, systems, and processes.
  • Experienced with Digital Tools and Applications, including but not limited to:
    • Salesforce Service Cloud.
    • SAP ERP.
    • Cornerstone Learning Management System (LMS) or similar.
    • Course authoring tools (Articulate Suite, VYOND, Seismic Learning, etc.).
Soft Skills
  • Excellent planning, organizational, and time management skills.
  • Excellent verbal, written, and presentation skills.
  • Ability to interact professionally and personably with employees at all levels of the organization.
  • Client-centric mindset, and thrives in customer-centric service industry environment.
  • High level of discretion, can be trusted with confidential and embargoed information.
About Richemont

We care about our associates' health and wellbeing and offer a comprehensive benefits program to support you and your loved ones.

Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members.

The company offers income protection solutions, including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off.

We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future.

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