CDI - Client Experience Training Manager (M/F)

  • Société : Sephora SAS Siège Neuilly
  • Lieu : France
  • Secteur d'activités : Distribution sélective
  • Type de contrat : Emploi à durée indéterminée
  • Métier : Ressources Humaines
  • Expérience requise : Minimum 5 ans
  • Référence : SEPH02341
  • Date de publication : 28.03.2018


An exciting opportunity has arisen to join the EME Sephora Training Department in a role to provide inspirational client experience training with responsibility for designing & rolling out training in the EME Region. The ultimate focus is to provide a best in class client journey training experience including selling skills and digitalization of all training materials.

The job

As a member of the EME Training team, the Client Experience Training Manager will proactively contribute to delivering the Department's wider goals. You will be responsible for:

  • The client journey training portfolio incl. classroom, digital, in store coaching
  • The sales techniques training portfolio
  • Design effective training modules for today's retail environment, help countries to roll out the training, undertake full reviews of effectiveness of the programs and oversee any external training suppliers
  • At the beginning, you will be starting up the client experience pool by yourself and later on you can expect up to 1-2 direct reports with further indirect reports in the EME countries.

We are looking for a person who will

  • Define a training experience that will lead for customers to have a seamless journey in store
  • Define bespoke sales training at different levels - starting with the induction of new comers- that will give BC's and Store Management the skills to comfortably sell, link- sell, cross-sell and up-sell in a service-minded way.
  • Shape & develop the tone of voice of all Training Materials in line with the Sephora Culture
  • Develop & maintain strong relationships with partners and countries to deliver a consistent & commercial training message
  • Work together with external partners and with the business support manager to ensure digitalization and social learning of all training materials in line with today's ways of learning
  • Build, maintain and develop pragmatic and commercial training materials
  • Produce training needs analysis for areas of improvement
  • Able to demonstrate the ROI and business benefit to the training
  • Able to find solutions for millennials with digital learning, social learning and creating appealing, fun ways of learning with a faster delivery to the stores
  • Work with the in house and 3rd party client experience teams to develop solutions for best in class training experience
  • Oversee the budget of the client journey Training Pool


Competencies and qualifications

  • Strong commercial skills and experience in delivering sales training
  • Experience of influencing international and remote teams in highly client focused retail environment
  • Experience of driving client experience agendas in fast paced environments
  • Strong appetite for new ways of learning including digital and social learning- bringing the learning faster to the stores via new ways of delivering
  • Ability to present in a compelling and motivational way both in English and French
  • Strong communication, stakeholder and leadership skills
  • Able to create strong stakeholder engagement across all levels
  • Demonstrate change management competencies

Distribution sélective

Parce que chaque client est unique, les enseignes de Distribution sélective du Groupe offrent à chacun une expérience d'achat à la hauteur de ses aspirations.

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