Client Experience Manager, Training (Southwest)

Job Title: Client Experience Manager, Training

Function: Retail Excellence & Client Experience

Supervisor Title: FVP of Training, Client Experience & Retail Excellence

Location: Southern California Field / Remote

Job Summary:

Facilitate and execute all Lancome training initiatives, partnering with field sales to assess Beauty Advisor learning needs. Develop strategies to enhance client experience and drive retail growth while overseeing all regional Beauty Advisor development programs in Southern California.

Job Requirements:

- Bachelor's degree preferred

- 3-5 years beauty and education experience required

- Strong presentation and facilitation skills

- Strong written, oral, and interpersonal communication skills

- Strong operational and project management skills

- Knowledge of industry and education programs

- Ability to handle a fast-paced environment

- Adaptability in a rapidly changing environment

Judgment and Decision Making: Offers judgment and opinions of Beauty Advisor programs and field needs. Requires moderate supervision in decision-making.

Financial Scope: Responsible for adhering to personal T&E guidelines and budgets and maintaining field training budget provided by supervisor.

Essential Duties and Responsibilities:

1. Seminar Facilitation and Execution: 30%

• Partner with Sr. Manager to co-host Train the Trainer (TTT) seminars to empower STEs to facilitate seasonal PTH training formats, ensuring learners reach level 3-4 learning on the format.
• Help co-manage TTT needs, provide setup, print Leader's Guides for STEs & STCs.
• Co-facilitate all Virtual Seminars for Beauty Advisors, Multi-Brand Beauty Advisors, Freelancers and Field Sales Teams. Including but not limited to Ecole Onboarding, PTH Seasonal Kickoffs, Expert training and Nordstrom/Bloomingdales specific training needs.
• Co-facilitate 3-4 in-person seasonal PTH IRL seminars in your market, each half of the year (6-8 total), providing coaching & feedback on STE/STC facilitation to further develop their training skills.
• Responsible for tracking and communicating attendee enrollment to STEs to ensure optimal BA registration and check-in for seminars occurs.
• Partner with FVP of Training to ensure adequate time for content consumption and dress rehearsals.
• Provide feedback to FVP of Training and O+O learning instructional design team on BA seminar feedback and relevancy of materials.

2. Field Training & Development 30%

• Conduct strategic market visits in region 1-2 x month. Focus on developing STEs & STCs to coach & train BAs utilizing CERE tools and content. Provide feedback to FVP of Training and O+O learning instructional design team on relevancy of tools and content.
• Partner with RSD on training new STEs and STCs on brand learning programs.

3. Communication & Program Management: 25%

• Vet Ecole LIVE check-in reports with Manager who oversees the program & partner to ship happiness boxes to all eligible attendees.
• Review weekly reporting for program enrollment/registration/check-in and Beauty Byte completion by STE to identify coaching opportunities. Partner with RSD to ensure STE accountability to all training programs.

• Co-manage Nordstrom/Bloomingdales Education Needs in partnership with FVP Field Training.

5. Additional responsibilities: 15%

• Work with supervisor to plan the full-year Passport to Happiness Training Calendar based on the Panier and Budget, that includes CERE 360s, Content delivery dates, Training team TTTs, Field TTTs, Virtual trainings, and IRL training periods.

Required Competencies:

1. Leads with Human Sensitivity - Demonstrates respect, develops others (i.e. teaching moments with STEs and BAs) and enriches team dynamics (i.e. motivates the team to work with diverse personalities and cultures)

2. Displays Sensitivity to Our "Metier" - Focuses on quality, continues to build personal knowledge of the beauty business and understanding of beauty

3. Demonstrates Entrepreneurship - Takes initiative (i.e. demonstrates resourcefulness), focuses on BA + client experience, improves programs (i.e. provides feedback, utilizes reporting to spot opportunity) and develops a vision for future programs

4. Innovates - Shows curiosity, imagines creative solutions generating business value, promotes team creativity (i.e. participates in creative controversy using insightful questioning)

5. Achieves Results with Integrity - Conveys energy, focuses on results (i.e. accelerates multiple tasks to meet deadlines) and acts with integrity

6. Manages Complexity - Reasons from multiple perspectives (i.e. analyzes issues by combining listening, observation, reasoning and common sense) and makes decisions (i.e. finds solutions when facing dilemmas)

7. Interacts Effectively - Listens and communicates effectively (i.e. presents confidently and convinces others) and actively networks

Please note: This job description does not list all duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.