Client Care Centre Learning Manager

The Learning Manager will deliver a focused training curriculum for the Client Care Centre Teams, as well as partner with Client Care Center Director and Team Leads to observe, monitor, and coach advisors to ensure service standards and role execution are consistently high and brand behaviors are demonstrated across all client contact channels. This role will be part of the EMEA Learning community, representing both dotcom and Client Care, fostering omni-channel behaviors.

The Training scope includes new design, enhancement and adaptation of existing content and the delivery of sessions ranging from New Hire Onboarding, daily huddles, train-the-trainer or advisor sessions to drive a ll relevant KPIs and touch points of CCC client and user experience (e.g. sales conversion, client experience, product knowledge, system navigation, contact channels expertise) .

Through remote and live observations, use of a quality monitoring scorecard and facilitation of calibration sessions, the Learning Manager will provide feedback and insight to the Client Care Director and dedicated Team Leads and Advisors to support all client-centric activities across the Client Care Center. The Learning Manager will partner with the Team Leads to ensure coaching is being conducted in a consistent and measurable way, driving key behaviors to support an elevated omni-channel experience.

Key Accountabilities:

Curriculum Development:

• Develop and maintain training curriculum for the Client Care Center across all touch points including: systems, products and client experience.
• Observe and evaluate opportunities in current training and business processes to identify improvements and create content.
• Adapt training materials from Global Retail Learning for Client Care Center audience.
• Coordinate training efforts and collaborate with team members and stakeholders to align and implement new or reinforce current business processes.
• Ensure all training resources are updated and maintained including: SOPs, Manuals, Job Aids and SharePoint sites.

Training Delivery:

• Deliver a mixture of Team Lead train-the-trainer or in-person/remote Advisor sessions to introduce new curriculum and enhance existing knowledge/skills, as well as support with new hire onboarding and daily huddles.
• Facilitate impactful instructional material that focuses on skills and knowledge development and behavioral change that will drive business impact/desired outcomes.
• Support the application of behaviours associated with adult learning and business standards through direct communication, delivering constructive feedback and demonstrating active listening.
• Measure learning outcomes aligned with business impact through post training survey endeavours (surveys, follow-up, correspondence); analyse results and communicate to key stakeholders.

Client Experience Monitoring and Coaching:

• Ensure brand behaviors are demonstrated across all live channels to create an elevated omni-channel experience for the client.
• Monitor and observe daily client interactions via Quality Monitoring and Live Monitoring technologies. Share strengths and areas for improvement of individuals and teams as evaluated against Tiffany knowledge, client experience, selling skills and attitude benchmarks/best practice. Feedback to be delivered in the form of a formalized quality scorecard in partnership with the Team Leads.
• Lead leadership calibration sessions to ensure consistent coaching across all contact channels and markets.
• Partner with CCC Director and Team Leads to provide insights and identify opportunities through observation, Quality Monitoring, VOC results and sales dashboard. Provide solutions to enhance performance, such as 1:1 coaching, training classes, training materials, etc.
• Evaluate and evolve Quality Monitoring scorecard to ensure elevated and consistent client experience and coaching. Track CX metrics (internal and external), noting coaching conversations, calibration sessions and quality training sessions. Include in monthly recap and analysis of CX performance.

Required Qualifications

• 4+ years of training and development, coaching and Quality Monitoring Experience
• Demonstrable ability to developing and deliver training programs and associated measurement tools and strategies that focus on reaction to learning, knowledge transfer, application on the job, and business impact.
• Confident and adaptable facilitation, presentation, communication and interpersonal skills.
• A positive and collaborative attitude to work well with all stakeholders.
• Self-motivated, accountable, organized, analytical and detail oriented.
• Ability to work flexibly as support required across peak/off-peak periods, including some weekends.
• Proficiency in MS Office or equivalent applications, as well as the technological aptitude and the ability to learn new software platforms rapidly and effectively.
• Demonstrated experience in project management.
• Authorization to work and remain in the UK

Preferred Qualifications

• Previous sales (inc. familiarity with direct selling sales order entry systems and order management) or service experience in a luxury retail, ecommerce or contact centre environment.
• Familiarity with client communication and e-commerce associated technology, navigation, and terminology.
• Professional fluency (written and verbal) in a second language relevant to the EMEA markets supported.
• Jewelry industry experience or GIA Certified