Retail Training & Performance Specialist
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Purpose of Role
The Retail Training & Performance Specialist has the primary responsibility to act as the key custodian of brand and customer experience, growing retail capability and driving performance within their portfolio. Through strong partnership with the Retail Business Manager, they provide targeted and timely training that is relevant to business goals and learner needs, resulting in exceptional customer experience and strong retail results.
Primary Accountabilities
Finesse customer experience
“Diversity, Equity and Inclusion is not a project. It is a way of being.”
Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.
The Retail Training & Performance Specialist has the primary responsibility to act as the key custodian of brand and customer experience, growing retail capability and driving performance within their portfolio. Through strong partnership with the Retail Business Manager, they provide targeted and timely training that is relevant to business goals and learner needs, resulting in exceptional customer experience and strong retail results.
Primary Accountabilities
Finesse customer experience
- Trains & coaches to bring to life the customer journey, experience & touchpoints
- Educates on adaptive approaches to create inclusive experiences for a diverse customer base
- Objectively observes & assesses customer experience, identifying opportunities to elevate
- Plans & executes relevant, contextual & appropriate learning solutions
- Integrates observation, review & analysis of portfolio & team performance into daily workflow
- Partners with RBM to plan & implement relevant development activities
- Facilitates proactive development of self, colleagues & store teams through training, coaching & feedback
- Contributes to portfolio development & succession plans, sharing objective & relevant feedback on performance
- Acts as an Aesop ambassador & subject matter expert across all Aesop offerings
- Role models Aesop's intention & purpose in every behaviour & action
- Delivers foundational & ongoing training to foster deep understanding of Aesop brand, product, & experience
- Stays up to date with Aesop's positioning in the marketplace, sharing insights across portfolio to build confidence & capability
- Utilises training tools, systems & techniques to deliver impactful & scalable learning outcomes
- Partners with CM/D, RBM & RTM to plan & prioritise actions to meet short & long term needs
- Plans & conducts regular & purposeful store visits to achieve lasting & positive impact
- Upholds portfolio learning completion & maintains accurate training data
- Background in a customer and sales focused environment
- Proven track record of effective in-person and virtual training facilitation
- History of successfully coaching others for performance
- Specialized knowledge in learning methodologies and adult learning principles
- Working knowledge of skin care and skin care industry
- Knowledge of hair care, body care, fragrance and home categories (advantageous)
- Proven ability to analyze performance and take appropriate responsive actions
- Ability to problem solve and make decisions within business boundaries
- Strong written and verbal communication skills
“Diversity, Equity and Inclusion is not a project. It is a way of being.”
Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.
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