Retail Learning & Development Manager

At Tiffany & Co., joy is central to everything we do, from crafting our exceptional pieces to inspiring clients to express and celebrate the many facets of love. It’s a skill that we’ve been perfecting since 1837, one empowered by our daring vision and entrepreneurial spirit. Together, each generation of employees honor our past while dreaming of our future. We are looking for thoughtful, curious, and optimistic talents, seeking to deliver excellence and to contribute to Tiffany & Co.’s continued legacy. 

POSITION OVERVIEW

The Manager, Retail Learning will strategize and lead the market’s retail Training.

The role is predominately retail facing and focuses on Retail Learning Paths, from onboarding to advanced programs to develop Tiffany brand ambassadors who are knowledgeable about Tiffany products, have a strategic approach to selling and client development, and provide world-class service that results in maximum productivity, brand loyalty and market share growth. 

2 Field Coach Trainers will report to the Retail Learning Manager. On the Floor, their primary focus will be the support of Client Advisors while the Manager will mainly support Retail Leaders (Team Managers, Store Managers, Store Directors) for them to be well equipped to support their teams as well. 

Retail Learning Programs

• Ensure the delivery of Tiffany Retail Training Curriculum programs to achieve learning and performance goals across the business. 

• Cascade to Store Managers key Retail Learning information 

• Establish cross-functional partnerships to drive commercial priorities and goals

• Collaborate with various stakeholders (HR,Operations,IT) to ensure smooth onboarding of Retail 

  Team Members

• If needed, develop specific plans to achieve service standards and sales goals
• Establish and Manage a Yearly Budget 

In-store Support towards Store Leaders 

• Ensure spending 60% of time in Store to support Store Leaders in sustaining Leadership Excellence 
• Partner with store leaders to ensure adoption and behavior change through on-the-job application of desired knowledge, skills, and abilities.

Business Partner 

• Yearly present the Retail Learning Path to Store Leaders 
• Collect specific needs of the market, discuss the opportunity to address it regionally and based on feedback, build local content/program
• Quarterly discuss with Europe Retail Learning Director and local Retail Directors to formalize a Retail Learning Action Plan 
• Monthly formalize with Store Leaders Coaching Plan for the month to come designed to support Client Advisors and Store Leaders. 
• Monthly present Learning Calendar to Store Leaders
• Attend and Contribute to the Europe Retail Learning Community 

Reporting/Tracking

Provide evaluations for post-training endeavors to demonstrate ROI. 

• Use metrics, KPIs, reports and measurements to ensure program efficacy, efficiency and success.

• Compile all training data for LMS reporting & training attendance recording.

• On-going measurement and evaluation of programs' effectiveness and efficiency.

• Provide insights and business feedback on coaching activities conducted in the market for local Retail Management.

Qualifications

• 8+ years retail/training experience, instructional design, classroom facilitation or performance consulting experience. 

• Experience in luxury and jewelry retail, strongly preferred

• Bachelor’s degree or above 

• Experience in leading teams 

• Focused on delivering excellence

• Strong ability to demonstrate influence and champion for change

• Continuous improvement mindset with the agility to shift priorities as the needs of the business evolve

• Demonstrated experience setting training strategies that are aligned to business objectives

• Highly effective facilitation and presentation skills.

• Highly organized with ability to execute innovative solutions. 

• Strong interpersonal skills and the ability to work collaboratively with all levels of employees. 

• Fluent in English and market language

Tiffany & Co. is formed from many facets - talented people who make our community stronger with their creativity, perspective, and lived experience. This is why diversity, equity, inclusion, and belonging (DEIB) are at the core of our business and our culture. We’re committed to creating a more inclusive jewelry industry that empowers people of all backgrounds to shine and evolve to new heights. 

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