Manager, Commercial Learning & Development

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities. 

Manager, Commercial Learning & Development

Cartier │ Los Angeles, CA

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities. 

Overview 

The role of the Manager of Commercial Learning & Development is a professional partnership with the Regional AVP, the Boutique Director, and Human Resources Business Partner (HRBP) to support and drive the achievement of commercial business objectives. The position develops the boutique team’s skillset through on-the-floor coaching to elevate the in-store guest experiences, with an emphasis on welcoming and hospitality, effective selling and cross-selling techniques, product savoir-faire, storytelling, and cultivation of client relationships. 

What is a ‘Coaching’? 

Coaching is a collaborative, solution-focused, result-oriented, and systematic process in which the coach facilitates the enhancement of work performance for individuals and groups. A coach uses a range of communication skills (such as active listening, questioning, and reformulating) to improve performance, learning, and development. A coach unlocks an individual’s potential to maximize their own performance through demonstrating support and feedback.

Key Responsibilities 

Coaching to Drive Business Performance 

• Drive performance improvement and enhance the Cartier brand through observations of guest experiences and provide in-the-moment coaching of the sales, service, and client experience teams. Coaching topics may include, but are not limited to, all aspects of selling skills, client development, and client experience 
• Align boutique coaching with key commercial priorities and KPIs that include driving sales, client development, and client experience 
• Craft boutique visit agendas and priorities using key performance data trends to develop a targeted coaching plan 
• Shoulder-to-shoulder coaching on the floor to support 1:1 development of the team 
• Observe boutique morning briefs and “Maison Mornings” during each boutique visit. Provide feedback to leaders to enhance daily communication and elevate daily learning moments 
• Complete post-visit boutique reports that summarize the coaching goals, progress made, setbacks, or priorities, including actions to be taken by boutique team members, OneHR, and regional leadership 
• Author a brief weekly summary report to the Director of Learning & Development highlighting actions, accomplishments, and progress on key commercial initiatives within the Northeast region 
• Support boutique leadership development through side-by-side “coaching the coach”. Provide feedback on and assess progress of the leader’s coaching ability to drive performance of their teams 
• Use data metrics to track coaching impact on key commercial priorities. Address gaps in performance through qualitative and quantitative analysis, and adjust coaching plans as needed

Collaboration and Cross-functional Partnerships 

• Partner quarterly with commercial regional AVP and boutique directors to analyze the progress of the boutique coaching plans, impact on results, and revise plans as needed 
• Partner with commercial leadership and HRBP to review and provide input on individual development plans to elevate performance 
• Strengthen the integration of new hires into the Maison to support accelerated performance 
• Assist Boutique teams in fully embracing the company’s values, vision, and strategy 
• Communicate to Corporate L&D team on in-boutique dynamics and training needs 
• Assist with guest interactions as appropriate

Training & Facilitation 

• Leverage learning curriculum to facilitate in-boutique, small group trainings on topics that include selling skills, client development, client experience, and product 
• Lead learning & development “run of show” initiatives in support of new boutique openings, relocations, or renovations 
• Foster a robust learning culture within each boutique by championing Cartier’s Learner Experience Platform, MyLearning, as part of a holistic development journey

Position Qualifications 

• Strong critical thinking skills, assisting internal business partners to identify performance gaps and develop result focused solutions 
• Business acumen with an ability to read and infer meaning from sales reports 
• Ability to create strong cross-functional relationships that build trust and credibility with a diverse team of internal business partners Job Description “Manager, Commercial Learning & Development” 
• Self-awareness and ability to adapt interpersonal communication style to a diverse team of internal business partners and sales teams 
• Proactively create and initiate innovative solutions in an effort to improve sales and client experience results 
• Preferred three to five years solid coaching experience in a sales environment with an emphasis on selling skills, client development, client experience, and leadership development 
• Ability to develop and deliver original presentations for meetings and training 
• Partner with instruction design team to influence content creation 
• Computer proficiency in Word, Excel, PowerPoint, and Outlook is required 
• Previous management and/or learning & development experience is preferred 
• Background in luxury retail products is a plus 
• Must be fluent in reading, writing, and speaking English. Additional languages are a plus 
• College degree in a related area is a plus 
• Ability to accommodate 60% – 70% Travel 
• 80%-90% time in-boutique

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer – United States

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $110,000 to $120,000.

Salary will be negotiated based on relevant skills and experience.