Manager, Retail Learning- LatAm

Tiffany & Co.
United States, United States
Closing date
3 Jul 2023

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Full Time
Position Overview - Manager Learning & Development, Latam, Miami Office

This position will implement the retail learning strategy for Latam Markets, defined here as Puerto Rico, Chile, Trade and new markets; in partnership with the Regional Director of Retail Performance and Learning. This individual will help the region attain its sales goals and exceed key performance indicators. This individual will play a key role in evolving the Tiffany Brand through the influence of the Retail Learning strategy with the goal to support and create 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.

This role is predominately retail facing and focuses on managing the delivery of core programs and curriculum, modifying tools and resources as needed to meet individual market needs. Areas of focus include product knowledge, client experience, client development, selling techniques and retail systems. The role is also accountable for delivery of some retail management development programs.

Located at our corporate office in Miami, and traveling frequently to the local markets and stores, this role will work in close partnership with the Americas Retail Learning team, Retail Learning Managers from Mexico and Brazil, and Miami Retail team, serving as a key stakeholder in the development of the retail learning curriculum.

The Latam Retail Learning 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. This individual 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. They 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

Strategy & Performance:
  • Partner with Americas Retail Learning Team on content development.
  • Establish cross-functional partnerships to drive commercial priorities and goals.
  • Set Latam Retail Learning Strategy/plan based on business goals and priorities.
  • Navigate and balance global curriculum, regional strategy, and market priorities to drive alignment

Coaching and Consulting :
  • Consult with Americas Retail Learning Team and assess local competitors to gather input and data to identify (or confirm) knowledge/skill gaps and business challenges within the Latam markets.
  • Partner with the other Retail Learning Managers from the region.
  • P rovide guidance and quality coaching, both formally and informally to continually improve service
  • Partner with Retail Learning Team to create learning solutions for individual market/ focus stores; recommend learning resources and training interventions (where appropriate) to narrow knowledge and performance gaps
  • Understand complexities of supporting and consulting in a transforming organization.

Program Management and Administration:
  • Create project plans, timelines, resource requirements, and deliverables.
  • Partner with Latam Retail Performance and Learning Director to ensure adoption and behavior change through on-the-job application of desired knowledge, skills, and abilities.
  • Partner with Retail Learning Teams to assess delivery methods, tools, and resources to respond to individual Market needs, taking into consideration each Market's size, complexity, culture, and competitive landscape.

Deliver Training Programs:
  • Ensure the delivery of Tiffany Retail Learning Curriculum programs to achieve learning and performance goals across the business.
  • Ensure the management of training logistics: Communications, venue planning, travel, materials production, and some translation (Spanish), etc.
  • Provide follow-up to Americas Retail Learning Programs.

  • Use metrics, KPIs, reports and measurements to ensure program efficacy, efficiency, and success.
  • Provide evaluations for post-training endeavors to demonstrate ROI.
  • Ensure all training data for LMS reporting & training attendance is recorded.


  • Minimum 4-6 Years of experience overall leading a multi- discipline training function in a luxury retail brand or related
  • Minimum 3 years actual retail sales or related experience
  • Bachelor's degree with specialty in HR, Psychology, Education
  • Strong consulting and coaching skills
  • Excellent Communication Skills
  • Strong ability to demonstrate influence and champion for change
  • Comprehension of adult learning styles and instructional design
  • Experience designing and conducting needs analysis
  • Strong facilitation skills
  • Strong project and people management (talent development) skill
  • Strong interpersonal skills and the ability to work collaboratively with all levels of employees.
  • Strong analytical skills
  • Continuous improvement mindset with the agility to shift priorities as the needs of the business evolve
  • Ability to travel pprox. 40- 50% of the time (varies) based on needs
  • Spanish, written and spoken

  • Gemological diploma
  • Advanced Degree (Masters) in Adult Learning, Organizational Development or Human Resources
  • Instructional design experience

Tiffany Management Competencies

People Make the Difference - Establish a compelling vision, set ambitious professional goals and inspire people to higher performance. Recognize individual and team contributions, develop people and transmit savoir-faire .

Be Creative and Innovative - Encourage and promote curiosity, diversity and collaboration so the unexpected and different can flourish. Be a disruptor and open to disruptive ideas, always ensuring our Maisons create desirability built on their distinctive heritage.

Deliver Excellence - Positively challenge ourselves and our teams to deliver and execute with precision, learning from setbacks as well as successes. Demonstrate passion and empathy for all our clients, continuously anticipate and exceed future desires.

Cultivate Entrepreneurial Spirit - Empower others and consistently support risk-taking. Actively embrace change, pioneer ambitious new opportunities and stretch the boundaries of our thinking, while remaining true to the DNA of our Maisons.

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