Retail Training & Performance Specialist

Role Purpose

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.

Job Responsibilities

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

Elevate portfolio performance

• 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

Embody brand identity

• 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

Enable optimal learning & business outcomes

• 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

Technical Requirements (or Certification Requirements) 

• Degree holder with solid experience in training and development preferably gained from skin care industry
• Experience in retail frontline is definitely an advantage
• Proven track record in developing and conducting training programs for retail staff

Key Experience, Knowledge & Skills Required

• 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 (including English)