The Estee Lauder Companies Education Supervisor in Shanghai, China
Brand: Tom Ford Beauty
1) In-store Coaching & TNA > 20% time allocation, top-down emphasis
Support the SM and MUAs via regular in-store coaching. Map out monthly in-store working schedule especially in Top and Potential doors for Education Manager’s approval. Evaluate the customer service standards, selling skills and product knowledge of both SMs and MUAs.
Support and follow-up on the induction of new MUAs through the delivery of Bobbi-First On-The-Job Training program. Ensure the Bobbi Brown culture, philosophy and Brand standards are implemented, reinforced and maintained by all new MUAs. Ensure the “Coaches” for Bobbi-First are on track with the coaching and leading skills.
Conduct a follow-up Education consultation with each MUA post-training (Basic School) to ensure the effective transfer of learning to behavior. Recommend remedial training strategies to Field Trainer / SEC for those MUAs who require further individual attention to meet a selling skills/product knowledge gap.
Assist Education Manager to identify existing MUA areas of improvement and problem areas. Organize coaching action plans to address selling skills/product knowledge gaps for existing SM/MUAs.
Analyze MUA productivity and key performance indicators such as Hourly Productivity, AUS, IPT, Percentage of Skincare, Face, Color and Brush penetration, New Customer Recruitment TY versus LY, Appointment Bookings for basic business versus eventing, number of sit-down consultation/makeup experience … etc; on a monthly basis. Implement tailored training programs (both classroom training and in-store coaching) to address specific areas of concern.
Conduct on-going assessment of SM/MUA skills and training needs. Evaluate the impact of the training provided and elicit feedback from field personnel on education needs.
Provide support, advice and direction to SMs and MUAs in all matters pertaining to their roles and activity in-store.
Coach each door to ensure the highest of Bobbi Brown service standards is maintained at the point of sale. Coach each MUA on specific service/selling behavior and best practices via role-play exercises.
Lead by example via counter coaching - always work alongside each SM and MUA to provide on-going Education (customer service, selling skills, product knowledge and personal grooming).
Manage and Monitor the Field Trainer’s regular work, show and demo to enhance the coaching skills.
2) Classroom Training > 35% time allocation
Conduct and evaluate all Bobbi Brown Basic Schools, Seasonal, Refresher, On-The-Job, Makeup Skills, Presentation Skills, Selling Skills, Workshop Skills Training as directed by the Education Manager, per Brand guidelines.
Prepare and present all Training Programs incorporating the principles of advanced adult learning techniques; ie. make it fun, energetic, inspirational and results oriented.
Set up of training room in readiness for training, ensuring the Brand’s standards, culture and philosophy are reflected appropriately.
Clearly identify and explain the Key Performance Indicators (KPIs) - hourly/daily/monthly/yearly productivity, AUS, IPT, Brand Target Business Mix, Appointment Booking Targets for Basic Business and Events, % of consultation/Makeovers, New customers vs LY.
Prepare all materials related to the Training Schools in line with Brand culture and philosophy. Always ensure highest standards of presentation to share with the trainees, as likewise, we expect the highest standards’ performance from them.
Communicate with the relevant Sales team on the quality of classroom participants - highlight individual areas of opportunity with agreed action plans and follow-up.
Always train and retrain Brand Clienteling importance. Strictly ensure Brand Clienteling system is well maintained and executed, quality service follow-up carried out for every transaction, counter operational system effectively managed (reports, POS data, counter image, merchandising, tester/caddy/hygiene units, testers/sampling control, competition activity tracking, magazines, flowers … etc), and customer complaint/feedback procedure is executed according to company policy.
3) Workshop and Press Events > 10% time allocation
Be present in the key events as directed by Education Manager, and ensure effective and successful delivery by the team.
Evaluate the quality of each event and report to Education Manager with action plans for improvement.
4) Office Management & Education Project > 35% time allocation
Following each training program, provide the Education Manager with results/feedback reports for purposes of evaluation and compilation of Education statistics.
Monitor training supplies (products, hygiene tools, stationery … etc) to ensure adequate levels of stock.
Arrange the supplies for each training program and ensure that the appropriate gifts/samples are in place for presentation.
Maintain and update the Education records and measure the effectiveness of training transfer via the analysis of individual MUA’s sales and productivity compared to national KPIs.
Ensure strict adherence to the Education expense budget as provided by the Education Manager.
Manage MUA seasonal uniform requests and allocation in accordance with budgetary guidelines.
Ensure the sharing of “success stories” across the MUA team.
Manage all training material adaptations and translations and ensure all administrative responsibilities related to job expectation are being carried out in the most organized manner.
Keep a training inventory with records of all training time spent on a year by year basis, with trainees’ training time amassed in detailed recording.
Manage, coach and response for area field trainer’s performance and development.
1) Degree holder, preferably with cosmetics and / or makeup knowledge and experience.
2) At least 5 years of relevant experience preferred. An excellent teacher preferably capable of demonstrating adult learning strategies - in addition to possessing strong coaching, teaching and development skills.
3) Ability to take classroom standards and translate them to the “real” counter environment and vice-versa - ie. take the realism of the counter to the classroom.
4) Great public speaker and presenter with the ability to deliver clear, concise and compelling messages.
5) .Well groomed and confidence. Always present herself/himself as a Bobbi Brown Ambassador, and a great role model for the team. Enjoys seeing the team grow, and loves the sales floor - an excellent coach and sales person with high standards of honesty and integrity.
6) Great time manager and possess good eye for detail, which are reflective of the strong planning, execution and detailed organization and presentation capabilities.
7) Possess strong analytical skills, ability to identify critical concerns and prioritize problems-solving issues. Encourages candid feedback, new perspectives, continuous learning and self-development.
Job: Education / Training
Primary Location: Asia Pacific-CN-Shanghai
Job Type: Standard
Shift: 1st (Day) Shift
Travel: Yes, 5 % of the Time
Job Number: 187672