Training Manager

At Richemont 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.

Training Manager

Richemont| Grand Prairie, TX (Hybrid)

Role Overview

The Learning and Development Manager creates and implements training programs and learning pathways that align with the goals of the Richemont North America Client Relations Center (“CRC”). This role is pivotal in identifying training needs, designing relevant programs/pathways and evaluating the impact of those on employee performance and growth.  

Responsibilities include:

• Onboarding of all new hires including systems training and proficiency/skills assessments.
• Foster ongoing talent development by promoting a culture of continuous learning.
• Align training and development with our organizational values and behaviors

Reporting: This role reports to the Senior Manager of Learning and Development (L&D) at the Client Relations Center in Dallas, Texas.

Responsibilities

Learning

• Work with Operational Leaders to identify and address training needs that impact the business
• Stay updated on the latest trends and best practices in training, specifically in regard to condensed timeframes
• Provide support as needed to train and develop teams and individuals
• Continuously improve and innovate learning and training practices to ensure our team remains at the forefront
• Perform other related duties as required.

Development

• Identify current and future needs through job analysis, skills assessments, and feedback from management/leadership.
• Leverage data and reporting to make recommended improvements
• Create a training and development plan to meet the evolving needs of the business
• Monitor and report on the effectiveness and ROI of training and development programs (cadence defined during yearly KPI conversations)
• Develop training materials and schedules for events like onboarding, workshops, etc.

Projects

• Develop and implement development pathways to meet the vision and structure of CRC L&D (i.e. Onboarding, Leadership, Technical Skills. Client Services, Sales, etc.).
• Work with internal staff and external vendors to deliver training.
• Conduct knowledge checks and skills verifications twice a year.
• Provide advice on best practices for delivering system, process and compliance trainings within the CRC environment.
• Help develop and maintain Knowledge Articles and the knowledge base.

Qualifications

• Experience and Education:
  • Bachelor’s degree or equivalent business experience required
  • Ideally 3-5 years' experience in Training and Facilitation
  • Bonus if time spent in contact center, preferably as a front-line associate
  • Bonus if COPC Certified
  • Bonus if multiple languages spoken including Spanish, French, Portuguese or other.
  • Ability to travel occasionally as necessary (<10%)
• Technical Skills Qualifications:
  • Proficient facilitator with proven ability to improv
  • Proficient in creation of Micro-Learning for complex concepts, systems and processes
  • Experienced with Digital Tools and Applications including but not limited to:
    • Salesforce Service Cloud
    • SAP ERP
    • Cornerstone Learning Management System (LMS)or similar
    • Course authoring tools (Articulate Suite, VYOND, Seismic Learning, etc.)
  • Working knowledge of adult learning theory required with experience in distance learning
• Soft Skills Qualifications:
  • Excellent planning, organizational, and time management skill
  • Excellent verbal, written, and presentation skills
  • Ability to interact professionally and personably with employees at all levels of the organization
  • Client-centric mindset, and thrives in customer-centric service industry environment
  • High level of discretion, can be trusted with confidential and embargoed information

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

We Offer – United States

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: $90-93k USD

Salary will be negotiated based on relevant skills and experience.