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Retail Training Specialist-MEA

Employer
Ermenegildo Zegna Group
Location
Dubai, United Arab Emirates
Closing date
26 Apr 2024

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Job Details

JOB CONTENT

This will be a dynamic role which will cover delivering in-store coaching programs & taking up training initiatives based on the regions learning portfolio partnering with retail leaders and Zegna HQ to build capabilities through active coaching and to enhance various skills, this would also mean liaising with the merchandising team in coordination with Head of Retail-MEA to understand market trends and enhance product knowledge for the job.

OBJECTIVES

  • To drive a consistent customer experience, retail performance and overall operational coordination across the directly operated Zegna Boutique network in Middle East.
  • Drive day to day business culture in the Boutiques by leveraging retail excellence & performance tools (i.e., sales reports, KPI dashboards, mystery shopping analysis, training/coaching).
  • Deliver training to teams and perform on-site coaching to improve Boutique KPIs.
  • Partner with respective Boutique Managers or Head of Retail to identify area for improvement and deliver best-in-class customer experience.
  • Work closely with HQ Direct-to-Consumer as well as cross functional teams (i.e., Merchandising, CVM and CRE).

FUNCTIONAL RESPONSIBILITIES
Boutique Experience, Retail Training & Sales Coaching
  • Facilitate comprehensive onboarding sessions for new team members.
  • Oversee the training and progress of new recruits throughout their induction period, providing guidance and support as needed.
  • Collaborate with the Head of Retail to access and identify training requirements of individuals in coordination with headquarters for seamless implementation.
  • Collaborate with the merchandising team in coordination with the Head of Retail to identify/analyze market trends.
  • Keep abreast of latest developments to identify training needs and conduct sessions on product and brand knowledge, features, styling.
  • Provide guidance on effective selling techniques, product demonstrations and upselling strategies to enhance customer experience.
  • Ensure prompt completion of online training modules by monitoring progress and providing necessary assistance.
  • Conduct specialized training sessions as per company guidelines in coordination with HQ to maximize customer satisfaction.
  • Observe interactions between sales representatives and customers to identify areas for improvement and provide targeted coaching.
  • Work alongside store managers to evaluate and enhance service excellence, product knowledge, and overall customer experience delivery.
  • Organize interactive role-playing exercises to simulate challenging customer scenarios, aiding employees in developing effective problem-solving skills.
  • Deliver engaging training sessions both in-person and virtually, ensuring all participants grasp the material effectively.
  • Provide ongoing coaching and support to employees post-training to reinforce learning and skill application.
  • Maintain accurate records of training materials and modules to ensure accessibility and relevance.
  • Solicit feedback from management on training content, materials, etc. acting as a conduit to HQ to enable necessary improvements.
  • Foster teamwork and a culture of feedback, create a learning environment and growth mindset.
  • Document training activities in comprehensive reports for review by senior management and future reference.
  • Offer insights and feedback on training programs and service initiatives to HQ.
  • Evaluate the effectiveness of training initiatives and make recommendations for improvements.
  • Cultivate strong relationships with key stakeholders to ensure training programs align with organizational objectives.
  • Serve as a trusted partner in retail operations and procedures, providing expert guidance and support as needed.
Retail Performance and Excellence
  • Analyze KPI's/reports and identify/propose key actions to achieve targets and business growth per boutique.
  • Improve efficient usage of clienteling tools to support sales growth and further build customer portfolio management across the Boutique network (in close collaboration with the local CVM).
  • Elevate the retail team's customer-centric approach and selling ceremony (together and in close collaboration with HQ training team).
  • Coordinate communication across retail teams to ensure efficient and consistent implementation of operational tools & guidelines (i.e., retail operations guideline, Boutique policies & procedures, clienteling/CRM tools).
  • Support regional consolidation of reports as well as presentations to HQ.


EDUCATION, EXPERIENCE, FUNCTIONAL SKILLS AND KNOWLEDGE

Education/ Qualification
  • Bachelor's degree in human resources, business administration, retail management or similar.
Experience
  • 2 to 5 years' experience of working as a Retail or Sales Trainer
  • Strong background in retail operations with significant experience working in various roles within the luxury retail industry.
  • Previous experience in delivering sales, service, and product training within a luxury retail environment.
Functional Skills & Specific Knowledge
  • Excellent interpersonal and communication skills.
  • Proficiency in English is required with fluency in Arabic a plus.
  • Demonstrates proficiency in analytical thinking, strategic planning.
  • Highly organized and strong time management abilities.
  • Effective presentation skills.
  • Proven track record of autonomy and self-management.
  • Motivational and inspiring.
  • Proficient in managing the entire training cycle, including hands-on facilitation, and leveraging e-learning platforms for comprehensive learning experiences.
  • Adaptable and flexible in rapidly changing and dynamic retail environments
  • Demonstrates initiative and self-motivation.
COMPETENCIES
  • Achievement Drive
  • Building Relationships
  • Empathy
  • Serving Customers
  • Team Working

Company

The Ermenegildo Zegna Group is a leading luxury menswear brand and one of the most renowned businesses in Italy. Founded in 1910 in Trivero, in the Biella Alps, by the young entrepreneur Ermenegildo, whose vision was to ethically create the world’s finest textiles through innovation and the sourcing of the noblest fibers directly from their markets of origin, the company is managed today by the fourth generation of the Zegna family with Gildo Zegna as CEO. Since the late 1980s, the company has implemented a comprehensive strategy of verticalization, creating a global luxury brand which now ranges from fabric to clothing to accessories, and is focused on retailing, pioneering early entry in emerging luxury markets, in addition to being the first luxury brand to open a monobrand store in China in 1991. In 2000 The Group established Fondazione Zegna, of which Anna Zegna is President, to manage the philanthropic activities of the Zegna family in support of organizations that work to improve society and the environment. In 2012 a new Ermenegildo Zegna project was launched worldwide: ZegnArt, an independent commitment focused on international collaboration in the field of visual arts and in February 2014, the Group announced the Ermenegildo Zegna Founder’s Scholarship, a 25-year project named for its founder with an annual investment in education of €1 million. In July 2014, to reach higher standards in its production, the Group acquired the majority share of the Achill wool farm, an Australian property located in the New South Wales region, where Merino sheep are bred. The purchase represents a decisive step for the Zegna company, reconfirming its longstanding support of the wool industry and completing its verticalization strategy.

Company info
Location
Via Savona 56/A Milano
Milan
20144
IT

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