Location: Shanghai

Division: Luxe North Asia Zone

MISSIONS PRINCIPALES

Focus on training and retail strategy and development related to delivering a seamless and integrated customer experience across all retail channels.

Impact & KPIs:

This role is critical for L’Oréal’s Luxe success in today's retail landscape by:

•   Creating a Seamless Brand Experience (NPS/ CX/ CLTV): Ensuring customers have a consistent and positive experience, regardless of how they choose to interact with the brand.

•   Maximizing Sales Opportunities (Productivity): Equipping teams to leverage all channels to drive sales and build customer loyalty.

•   Future-Proofing the Workforce (Skills): Preparing retail staff for the evolving retail landscape and ensuring they have the skills to thrive in an increasingly digital world.

Key Responsibilities:

1.          Curriculum Development & Delivery:

•   Omni-Channel Strategy: Develop omni-channel retail & training strategy and plan between DMI/Zone/Market to support retail team on how to implement it effectively.

•   Digital Tools & Technologies: Train staff on using digital tools, apps, and in-store technologies (e.g., virtual try-on, clienteling platforms) to enhance the customer experience.

•   Online & Offline Integration: Design programs that illustrate how to seamlessly connect online and offline experiences, such as online order fulfillment in-store or using online data to personalize in-store consultations.

•   Data-Driven Insights: Lead data analysis and leverage customer data from various touchpoints to personalize interactions and product recommendations.

2.          Skill Enhancement:

•   Customer Service/ Signature: Provide and support DMI to have advanced services and training on delivering exceptional customer service across all channels, including phone, email, live chat, social media, and in-person interactions.

•   Sales Techniques: Equip teams with sales strategies tailored to an omni-channel environment, such as handling online inquiries, converting online leads to in-store purchases, and using social media for sales.

•   Product Knowledge Mastery: Ensure staff can confidently speak to the entire product line-up and can provide tailored recommendations across channels, utilizing digital resources effectively.

3.          Performance Support & Continuous Learning:

•   Resource Creation: Develop ongoing resources like Zone playbooks, quick reference guides, and online learning modules to support staff in their day-to-day omni-channel activities.

•   Performance Coaching: Provide on-the-floor coaching and observe staff interactions to offer targeted feedback on their omni-channel selling and service skills.

•   Trend Awareness: Continuously research and stay updated on the latest trends in omni-channel retail, digital tools, and customer expectations.