Retail Excellence Training Manager

6 months ago

Mississauga, Canada Amplifon Group Full time

**Role Overview**
As a Retail Excellence Training Manager, you'll lead the successful rollout of retail training initiatives across the country and support our retail professionals' development to generate performance improvement and to ensure we provide an exceptional customer experience. You will collaborate with retail leaders to identify the right retail competencies that will unleash the productivity of our retail teams. Your team will partner with colleagues worldwide to co-design new training materials and build the agendas, programs, modules and content that support the retail team's capability needs. In Canada, partnership with global & regional sales leaders, learning & development teams, HR, IT, Legal, outside vendors and procurement will help bring these programs to life. By monitoring key performance indicators, you will align on opportunities for improvement. If driving change through skill-building and education energizes you, this is the perfect opportunity to amplify your career. Bring your talent management, project management, and content creation skills and get ready to directly impact our ability to give the gift of sound to millions.
**Success Criteria**
**PEOPLE MANAGEMENT**
- Manage the training team, focusing on driving performance for Canada's learning & development needs.
- Organize regular team meetings to align training priorities, team roles and activities, initiatives, etc.
- Ensure the development of the right capabilities and knowledge within the Training Team; supporting the growth of all team members
- Act as the initial "Master Trainer" in Canada; actively participating in the global co-design of training contents and the Train-The-Trainer activities
- Foster team spirit and collaboration in the team; driving results and motivating people

**TRAINING PLANNING & DESIGN**
- Partner with the REX team to align business priorities and plan the right training programs based on capabilities to be developed that help solve business opportunities
- Based on Store Visit outcomes, partner with S/AM to discuss Shop Professionals KPIs and related skill gaps that define the Canada's action plan
- Define annual and quarterly field training agenda and allocate the right resources; managing the retail training budget.
- Contribute to the design of the global contents; for local content, define the training contents' development strategy according to a global framework and the delivery strategy (internal or external delivery)

**TRAINING DELIVERY & MONITORING**
- Lead the implementation of Retail Training initiatives in Canada
- Ensure the successful roll-out within the field of the sales change management, required by global transformational programs
- Regularly track and monitor the outcomes of all training modules assigned to practitioners and their impact on the business
- Liaise with managers to analyze and discuss if and which further training follow up action is required.
- Proactively collect and share best practices and results from the country with the Global Retail Training Community.

**CUSTOMER EXPERIENCE IMPROVEMENT**
- Guarantee a Customer-oriented approach, when planning, designing, delivering and monitoring training activities
- Ensure trainers support their respective retail teams with gaining customers' trust, positively managing customers' expectations, following company's procedures, generating new business opportunities, and driving sales growth in line with their clinic goals and targets.

**Qualifications**:

- Bachelor's degree in human resources, business administration, education administration, or a related field required.
- Master's degree preferred.
- 5-7 years of progressive experience, preferably with a combination of talent management, learning and development, and/or instructional design experience, including content development (instructor-led and e-Learning course design and development)
- 1-2 years of experience managing a team of trainers to ensure optimal territory training coverage
- Experienced with project management, change management, business operations and/or curriculum management
- Proven success in delivering learning and development or talent management initiates within matrix/complex organizations, requiring coordination, alignment and interactions across several internal and external stakeholders
- Demonstrated understanding and knowledge of retail excellence concepts and processes, ideally within segments/businesses with strong focus on providing a service with an outstanding customer experience
- Ability to identify and break down complex business problems and develop recommendations.
- Expertise building relationships with remote and global teams with a strong focus on communication, interpersonal skills and cross-functional problem solving.
- Strong ability to work autonomously, make decisions to move work forward and lead without authority.
- Healthcare, retail, or consumer product goods industry experience preferred

**Required profi

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