Job
Description
Role & responsibilities Training Program Development & Delivery: Develop and Implement Training Programs: Design comprehensive training modules that cover product knowledge, Trade & selling techniques, and customer service strategies Train In-Store Staff: Lead regular training sessions for in-store staff to ensure they have the necessary expertise to educate customers about the history, value, and features of products. Train agents: Provide training for customer service representatives who interact with customers over the phone, emails & chat, ensuring they are equipped to communicate effectively about product details, value propositions, and after-sales services. Ongoing Training: Regularly refresh and update training content to keep pace with new arrivals, trends, and market changes Product Knowledge Expertise: Comprehensive product Knowledge: Ensure the team is well-versed , including brand history, model specifications, condition grading, authentication processes, and pricing structures. Luxury Market Trends: Keep the team informed about market trends, and emerging brands to enhance their expertise Sales Techniques & Customer Engagement: Trade & Selling Skills: Develop and deliver training on effective sales techniques tailored for high-value, luxury items Customer Experience: Ensure the team understands the importance of providing a personalized and exceptional customer experience, both in-store and over the phone. Handling Objections & Closing Sales: Provide training on overcoming customer objections and closing sales, especially in the context of high-investment products Training Structure & Curriculum Development: Design Training Frameworks: Develop structured training frameworks for various business functions, ensuring they cater to the needs of different teams (sales, operations, leadership, customer service, etc.). Develop Session Flow: Design engaging and interactive session flows for training programs, ensuring each session is aligned with learning objectives and includes assessments, activities, and real-world applications. Create Modular Training Content: Build training content that can be delivered in various formats (workshops, e-learning modules, webinars, blended learning, etc.) that meets the needs of diverse learning styles. Scalable Programs: Design training programs that are scalable, easily deployable, and adaptable to different levels of employee expertise, ensuring continuous learning across the organization. Assessment & Feedback: Evaluate Training Effectiveness: Regularly assess the effectiveness of training programs through feedback, testing, and performance metrics (sales performance, customer satisfaction, etc.). Provide Ongoing Feedback: Offer continuous support and coaching to staff, providing constructive feedback and guidance to enhance performance. Measure Impact: Track and report on the impact of training programs on team performance, product knowledge, and customer satisfaction. Collaboration & Communication: Cross-Departmental Collaboration: Work closely with the product, marketing, and retail teams to ensure training aligns with the brands messaging and the businesss sales objectives. Ensure Consistency: Ensure all staff, both in-store and remote, are delivering a consistent message to customers
