The Retail Coach will partner with designated store leaders and retail teams to observe, monitor, and coach teams to ensure sales and service standards are consistently high and brand behaviours are demonstrated across the market. Through the partnership, on-the-job coaching and follow-up, the Retail Coach will ensure the development of the leadership team’s skill set to lead and develop their retail teams confidently & skillfully. The goal is to create Tiffany Brand Ambassadors that are knowledgeable about the brand, and products and have a strategic approach to selling and client development.
Coaching for Client Experience:
- Monitor and observe daily client interactions on the sales floor. Share strengths and areas for improvement with the retail sales team, as evaluated against Tiffany's knowledge, client experience, selling skills, and attitude benchmarks/best practices.
Coaching for Performance:
- Partner with store leaders to identify store opportunities through observation, sales dashboards and NPS scores.
- Create store learning and coaching plans and individual targets
- Monitor and coach the sales team on their individual targets, offering short- and long-term solutions to closing performance gaps (further coaching, training classes, review of training materials, etc).
- Establish frequent check-in schedules with store leadership, retail performance and learning teams on coaching conversations, progress, and opportunities.
- Track coaching conversations, update training records for employees in LMS
- Lead by example and help support a culture of coaching & feedback by working directly with the Store & Team Managers to further enhance the development of their leadership skills thus making them more effective in their roles
- Lead by example and help support a culture of coaching & feedback by working directly with the Store & Team Managers to further enhance the development of their leadership skills thus making them more effective in their roles
Training Preparation & Delivery:
- Partner with store leadership for structuring, scheduling and participating in motivational learning moments that regional training sessions, peer mentorship programs, employee experiences etc.
- Partner with Retail Learning Manager to learn and facilitate training designed to support business objectives.
- Organize and/or facilitate inspiring & impactful in-store on-boarding/induction to all new hires, partnering with subject matter experts in the region or store to ensure an enhanced learning experience for the employee
- .Partner with store management to prepare monthly training calendar/focuses, mapping out learning solutions (Daily Huddles, In-store training sessions) based on observations and specific business objectives of store/region.
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