L&D Facilitator & Coach

THE MISSION:

The L&D Facilitator & Coach is a key member of Cartier’s Learning & Development Team responsible for the development of Cartier’s Boutique teams. Collaborates with a cross-functional group of internal partners to help identify and address knowledge and skill gaps, recommends and provides the appropriate learning solutions to develop our individuals and teams, and to support and measure the learning transfer to on-the-job performance. Responsibility split includes 70% facilitation & coaching and 30% strategic learning initiatives.

RESPONSIBILITIES:

• New hires

Support the boutique management team in the execution of the new hire onboarding program within the boutique and provide ongoing coaching and support by creating a detailed individual development plan for the first 6+ months.

Conduct regular follow-up meetings for new joiners and provide necessary guidance and assistance to ensure the best-in-class onboarding experience for new joiners.

Collaborate with HR to provide feedback during the probation period for new joiners and provide end of probation feedback to HR, Line Manager and L&D Manager.

• Coaching Support

In collaboration with the Learning & Development Manager, perform learning needs analyses to facilitate the appropriate learning plans and support the transfer of learning to on-the-job performance through boutique-wide or one-on-one coaching initiatives.

Provide support and coaching on Individual Development Plans defined with the Line Manager and HR for the retail and commercial teams.

Create a comprehensive plan and KPIs for each coachee based on their individual needs, aspirations and career path, including performance management findings defined by HR and Line Manager.

Act as a change agent and ambassador to support the implementation of new programs and projects for business functions impacting the retail and commercial population.

Develop and enhance the Boutique teams’ selling skills and client development planning by partnering with Boutique Management to observe client interactions, perform role plays, and lead coaching sessions that help to build genuine, long-lasting client relationships.

Provide coaching and learning support to improve after-sales care service results in an effort to strengthen and improve brand loyalty.

• Learning Facilitation & Activity

Facilitate creative and innovative boutique learning programs to support the development of our people in line with our strategic vision, and the achievement of business goals and KPIs.

Lead on-the-job follow-up for post-learning workshops to ensure that transfer of training to the job is effective, reviewing the learning calendar and attendance regularly.

Collaborate with Boutique Management on learning needs assessments, boutique visit planning, and monitoring progress towards defined learning goals and KPIs of teams and individuals.

Engage and collaborate with company subject matter experts within the Client, High Jewelry, Marketing, and Operations and HR teams to support the implementation of critical learning programs.

Maintain a strong peer network among all members of the Learning & Development Team locally and globally.

YOUR PROFILE:

Minimum of 3 years Learning & Development experience required, preferably in a luxury or retail environment, that includes the facilitation of learning workshops, virtually and in person; Train-the-Trainer certification is a plus.

Preferably 2 years demonstrated experience in individual and team coaching with an emphasis on product, client development and customer service excellence.

Demonstrated ability to create strong cross-functional relationships that build trust and credibility with a diverse team of internal business partners.

Ability to adapt interpersonal communication style to a diverse team of internal business partners.

Kirkpatrick Training Effectiveness certification is a plus, demonstrated knowledge of learning impact is a required.

Recognized Professional Coaching certification required, Associate Certified Coach (ACC) accreditation or Chartered Institute of Personnel & Development (CIPD) is a plus.

Computer proficiency in Word, Excel and PowerPoint is required.

Must be fluent in reading, writing, and speaking English; Arabic is a plus.

Ability to accommodate Travel