Position Mission
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 Managers team, they provide targeted and timely training
that is relevant to business goals and learner needs, resulting in exceptional customer experience and strong retail results.
Main Responsabilities
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
- Utilizes training tools, systems & techniques to deliver impactful & scalable learning outcomes
- Partners with CM/D, RBM & RTM to plan & prioritize 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
- Advises on opportunities to enhance operational practices that impact customer & team
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
- Continuously promotes Aesop's entire range, embedding a deep understanding of relevance and interconnectedness
Analyses customer feedback & insights through a customer lens, taking action to enhance customer experience across portfolio
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
Experience & Skills
- Background in a customer and sales focused environment
- Proven track record of effective in-person and virtual facilitation
- History of successfully coaching others for performance
- Specialised 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 analyse performance and take appropriate responsive actions
- Track record of strong relationship management and collaboration
- Ability to problem solve and make decisions within business boundaries
- Strong written and verbal communication skills
- Strong commercial acumen
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