Customer Education Delivery Manager

2 months ago

Vancouver, Canada Eminence Organic Skin Care Full time

Role Summary

As the Customer Education Delivery Manager (CEDM), you will be responsible for leading the delivery of high-quality, engaging, and performance-enhancing learning programs and events for multiple audiences including Spa Partners, International Distributors, industry professionals, Retail Customers, and Eminence Team-members. You will collaborate within Customer Education (CE) and cross-functionally to develop delivery strategies, aligned with learning objectives, for launch and non-launch education initiatives.

As the Customer Education Delivery Manager (CEDM), you will report directly to the Director of Customer Education and works closely with all members of the CE team including CE Team-members in Eminence’s Central Office and those spread geographically around North America.

**Responsibilities**:
Mobilize CE Delivery Team-members for delivery of high-quality, informative, and engaging training to directly support learning objectives for multiple audiences, including Eminence Team-members, Spa Partners, International Distributors, Retail Customers, and industry professionals, including but not limited to:
Product launch
Product knowledge for whole portfolio
Hungarian Spa Treatments
Retailing and merchandising
Tradeshow Masterclasses and Booth Education
Team-member onboarding and performance support
Provide expert consultation to CE Instructional Design Team-members on appropriate delivery options and media for training and learning events to ensure participation, engagement, and accomplishment of learning objectives
Work 1:1 with CE Team-members to enhance education delivery
Support the Sales Teams in implementing delivery best practices to support education in Spa Treatment and Retail environments in order to support retail conversation, from skincare knowledge and product awareness through to product purchase
Utilize existing evaluation tools to conduct assessments of education delivery against standards and develop action plans to address performance gaps
Collaborate in competitive analysis as needed to ensure Eminence is exceeding industry standards
Collaborate in competitive analysis as needed to ensure
Partner with Sales to identify highest priority opportunities for utilizing CE Delivery Team-members and key Eminence spokespeople for trainings and industry events
Lead the scheduling and booking of hundreds of onsite and remote trainings to be delivered by CE
Contribute to CE projects to meet established deadlines and goals
Collaborate with Sales to identify and prioritize opportunities to elevate delivery competencies across the Outside Sales Team and to provide performance coaching in the field
Propose and support the implementation of new initiatives focused on evolving education delivery
Chair, attend, and assist with meetings as required, including with members of the Executive and Senior Leadership; create, maintain and circulate meetings agendas, notes and action items for meetings
Provide regular project updates to the Director of Customer Education
Some travel may be required within North America and abroad to support, review, and evaluate training delivery

**Qualifications**:
Bachelor’s Degree in Education or Adult Education, plus 5+ years hands-on experience delivering workplace or customer education (including 3+ years leadership experience), or the equivalent combination of education and experience
4+ years combined experience in delivering training using different instructional modalities across multiple platforms (eLearning, video, instructor-led, and others) - required
Knowledge base in adult learning theory and Esthetician training - an asset
Professional trainer certification (e.g., CTP, APTD) - an asset
Experience of successful education in a retail or professional skin care environment - preferred
Proactive and highly organized, strong ability to multi-task with a strong customer service focus
Exceptional presentation, communication, and facilitation skills
Highly engaging and entertaining delivery style with a passion for using participatory techniques as well as being highly entrepreneurial and creative with exceptional problem-solving skills
Passion for lifelong learning, love of giving and receiving growth-producing feedback
Proficiency in MS Office (including advanced PowerPoint and intermediate proficiency in Word, Excel, Outlook)
Experience leading remote Team-members and proficiency in one or more webinar hosting tools (e.g., Zoom), LMS tools, and virtual collaboration tools (e.g., Asana, Google suite) - an asset

Total Rewards

Competitive salary, quarterly and annual bonuses based on individual and company goals
100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

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