- Company Name
- CXG
- Job Title
- Retail Training Manager (Luxury)
- Job Description
-
Job Title: Retail Training Manager – Luxury
Role Summary:
Lead design, delivery, and management of luxury retail training programs and CX projects for premium clients. Develop and maintain client relationships, oversee project lifecycles, and create high‑impact learning content to elevate front‑line service standards.
Expectations:
- Own end‑to‑end project delivery, ensuring scope, budget, and timelines are met.
- Drive continuous improvement of client experience through tailored training, workshops, and operational SOPs.
- Act as primary contact for client development and retention, securing repeat business and positive referrals.
Key Responsibilities:
1. **Client Development** – Conduct discovery calls, assess client needs, manage expectations, gather feedback, and host return‑of‑experience meetings.
2. **Project Design & Management** – Scoping, proposal creation, budgeting, legal agreements, detailed roadmaps, governance, and deliverable oversight. Adjust plans as required, propose alternative solutions, and coordinate subject‑matter experts.
3. **Content Creation** – Design bespoke selling ceremonies, blended learning retail programs, toolkits, workshops (mindset, engagement), and SOPs. Produce data‑driven CX reports and presentations.
Required Skills:
- Project management expertise (B2B agency or luxury brand experience).
- Strong client‑facing and negotiation abilities.
- Advanced written and spoken English, French fluency.
- Proficiency with Microsoft Office and AI presentation/learning content tools.
- High emotional intelligence, analytical thinking, and agile mindset.
- Creative, collaborative, autonomous, and detail‑oriented.
Required Education & Certifications:
- Bachelor’s degree in Business Management, Marketing, Communication, or related field.
- Master’s degree preferred.
- Minimum 3–4 years of relevant project‑management experience in luxury retail, hospitality, or automotive sectors.