The Retail Learning Manager role is a key partner to Retail in support of achievement of Key Business Results. Supporting the Brazil and Chile Market, the Retail Learning Manager is responsible for coaching to and sustaining Tiffany client experience behaviors. In partnership with the Latam Market team, the Retail Learning Manager is responsible for communicating the America's Training Curriculum in their market to ensure employees have the knowledge of training and development events and resources. The role requires strategic thinking, leadership presence, expertise in retail, coaching and highly effective facilitation skills to engage a diverse workforce. With strong competencies in place and a set of binding cultural values, our top priority is building skill-based learning solutions for all employee levels at Tiffany & Co. The Manager must be able to think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people and brand desirability. They will be open and approachable and will work with both the central team and the local teams in a transparent, united and mutually supportive manner. The Manager must model and champion our core belief; People Make the Difference and our values; Be Creative & Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit. Key Accountabilities: Training Delivery: Facilitate impactful instructional material that focuses on skill development and behavior change that will drive business impact and desired outcomes. Establish credibility as an instructor and create a positive learning climate while delivering various learning methodologies. Support the application of behavior through using direct communication, delivering constructive feedback and demonstrating active listening. Measure learning outcomes aligned with business impact through post-training endeavors (surveys, follow-up, correspondence); analyze results and communicate to stakeholders. Sales & Leadership Coaching: Monitor and observe daily client interactions in Tiffany retail stores to ensure the sales and service standards are consistently high and brand behaviors are demonstrated at all aspects of the client interaction. Share strengths and areas for improvement to the coachee as evaluated against the Power of Blue sales model and Voice of the Customer scores, including product knowledge, selling skills, and service essentials. Recommend and support short- and long-term solutions to closing performance gaps (further coaching, training classes, review of training materials, Company resources, etc.). General: Collaborate with others, seek feedback from team members and stakeholders throughout the design process. Communicate effectively with clarity, credibility and timeliness. Embody a growth mindset and demonstrate the ability to inspire others. Qualifications Required: Minimum of 5-7 years retail/training experience, instructional design, classroom facilitation or performance consulting experience. English and Spanish fluent. Highly effective facilitation and presentation skills. Highly organized with ability to execute innovative solutions. Self-motivated, accountable, and confidence in ability to consult and deliver leadership, manager, high-potential, and luxury retail sales training programs. Experience developing measurement tools and strategies that focus on reaction to learning, knowledge transfer, application on the job, and business impact. Can effectively manage change and shift gears comfortably; highly effective in ambiguous environments and able to produce maximum results with little direction and guidance.
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