Manager, Sales & Service Field Trainer

The successful individual will leverage their proficiency in training and customer experience to help train the store teams in their region while also…

Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and supporting sales and service goals with impactful training initiatives; monitoring store KPIs/metrics and developing training/action plans based on identified opportunities; consistently following up with teams for accountability and to ensure growth in designated metrics

Provide timely and thoughtful store and field feedback to both North America Omnichannel Training & Customer Development and Global Customer Experience team to help create new training initiatives as the retail landscape evolves

Serving as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to brand standards

Championing and driving the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is being provided in stores within their market

Regularly connecting with regional field leadership (Regional Directors, Multi-Managers) to understand evolving in-store experience, store-level opportunities, implementation considerations, etc.

Leveraging our training platform, Coach Journey, and other available learning & development resources to ensure effective implementation of foundational Coach training programs and initiatives, including:

General/Store/Assistant Manager onboarding within the region

The Coach Experience selling ceremony

Foundational product knowledge training

Selling, service and clienteling training

Training & implementation of our sales accountability programs (Sales Coach and SDA)

Observing & training store management team to develop their leadership skills, in partnership with their Multi-Manager

Supporting the day-to-day usage of the in-store digital clienteling platform, Client Compass, to help animate and drive in-store clienteling; be the regional power user by fielding store questions and training users

Ensuring effective use of available training tools, in particular Coach Journey, and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc.

Partnering with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate key selling skills and techniques

Providing guidance for the planning and implementation of in-store client events and animations within the region

Partnering with field leadership to ensure effective follow up and action planning of the customer feedback tool, Client Loop, in stores; maximizing the program as a development tool to continually improve service levels/meet evolving customer expectations

The accomplished individual will possess…

5+ years professional experience working in retail, training, or customer experience

Ability to work with and motivate multiple levels within the Coach organization

Must demonstrate the ability to effectively communicate important issues related to market to Field Leaders and Director, NA Omnichannel Training & Customer Development, and partner on solutions

Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities 

Effective written and verbal communication

Exceptional attention to detail

Good communication skills 

Strong interpersonal and presentation skills

Strong teamwork abilities

Demonstrated ability to think broadly, considering all perspectives on issues, and reaching logical conclusions that best serve the brand as a whole

Proficiency in PowerPoint, Excel, Word and Microsoft Office

The ability to travel up to 75% of the time