Regional Director, Training and Client Experience

At Montblanc Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Regional Director, Training and Client Experience

Montblanc | New York, NY

Role Overview

We are looking for an agile colleague who knows what it takes to create memorable client experiences and can spark this emotion in our sales teams. As Regional Director of Training and Client Experience, you are responsible for deploying our cutting-edge education to our sales ambassadors and those of our wholesale partners in the US and Canada and coordinating the global training strategy with stakeholders in Latin America. You will create an exceptional Montblanc learning experience for our organization by developing their soft skills and coaching to Montblanc’s behavioral competency model that supports the global transformation.

Reporting to the Vice president of Retail, this role is responsible for the development and execution of corporate, retail, and wholesale training programs  regionally and contributing to the client development strategy of Montblanc North America. The key goal of training is to develop and inspire employees to a high level of engagement with the brand, with the product, and with luxury selling techniques.

Responsibilities (or Mission)

• Define the yearly Retail Training calendar and priorities with the Global Training Director and the VP, Retail.
• Responsible for implementing Montblanc’s training strategy and adapting HQ materials to local requirements.
• Define the competencies and skills that stores need to acquire, in order of priority. Analyze skills gaps and design training programs that empower employees with specific knowledge and skills that drive increased performance.
• Manage Training budget to efficiently allocate resources and define a calendar of classroom training, travel schedule for instore training, and additional supporting materials.
• In-store coaching to develop sales skills and increase client experience and boutique sales.
• Adapt pragmatic and fun training modules, and tools for all field sales functions, adapted to modern learning styles, methods & techniques especially: in Product and brand training, as well as Customer service training.
• Manage and foster a digital self-learning culture via training apps, monitoring usage, determining learning goals, and managing all back-end operations.
• Collaborate with other departments to support training in their respective fields: Human Resources, Merchandising (Collection Training), Omnichannel (projects), Wholesale, and HQ Training Team (specific skills training).
• Lead coordination with counterparts in Mexico and Brazil to ensure a cohesive deployment of global strategy in the region.
• Train and Support Store Managers on coaching skills, and promote a coaching and Feed-forward mindset
• Convey brand’s DNA training and foster the boutique staff ambassadorship (VM, Watch, Leather ambassadors).
• Observe trends and competitors’ best practices to learn new strategies and proactively partner with HQ team on suggestions based on market trends.
• Drive the evolution of Client Experience (Mystery Shopping, Net Promoter Scores and clienteling strategies) in terms of results & coach the teams based on individual needs to deliver the utmost signature Montblanc experience.
• Analyze available data to support defining clienteling programs to develop long lasting client relationships and keeping a client obsession mindset.
• Lead and oversee all the onboarding programs, and develop and deploy relevant, targeted, and timely communication strategies to build awareness and amplify learning among newcomers and managers.
• Craft compelling, highly visible learning experiences using instructional design and design thinking principles (i.e. facilitating needs assessments and skills gap analysis; blended learning experiences and training materials in a variety of delivery modalities) using tools and methods to assess engagement, knowledge transfer, and application.
• Adheres to enterprise learning and development standards, including instructional design, facilitation, and effectiveness. Follows standards for facilitation and on-the-job coaching including presentation standards
• Serves as a role model for exceptional selling, customer service, and teamwork.

Qualifications

• A minimum of 10 years of leadership experience in instructional design for adult learners required
• Significant experience in designing and developing learning for the retail environment strongly preferred, including client experience and boutique-specific management and leadership topics
• Expert proficiency in Microsoft Office Suite and webinar hosting services such as Zoom, and Teams. You know how to analyze data and are proficient in Excel and PPT.
• You have expertise in mastering digital tools and/or in digital training
• You can bring a vision to convince and advance the Learning culture at Montblanc
• You have a sense of detail and follow-up, master project management, and are autonomous: you are committed to carrying out your projects successfully
• You have excellent interpersonal skills and are a good communicator, written and verbal.
• Ability to partner collaboratively at all levels
• Ability to think strategically and creatively to develop solutions to complex needs with multiple stakeholders
• Ability to remain flexible and positive when faced with changing or competing priorities
• Ability to set, track, and communicate goal progress
• Ability to draft and maintain ongoing project budgets
• English required, proficiency in Spanish, Portuguese a plus.
• Ability to Travel 60%

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $160,000 - $180,000

Salary will be negotiated based on relevant skills and experience.