Job Purpose:
To deliver engaging and practical training as part of the Art of Selling program, enabling retail teams to enhance customer satisfaction, engage HVCs, and drive like-for-like (LFL) transaction growth. The Training Specialist will focus on empowering teams with advanced selling techniques and the skills to create memorable customer experiences.
Accountabilities (but not limited to):
Program Support:
- Assist the Learning Design Manager in the design, development, and execution of the Art of Selling program, ensuring all materials and initiatives are aligned with business goals.
- Coordinate with internal teams and external vendors to gather inputs and manage resources for training material creation.
Content Development:
- Support the creation and refinement of training materials, including presentations, guides, and digital content, ensuring they are engaging and relevant to the business’s objectives.
- Research customer engagement trends and sales techniques to incorporate best practices into training content.
Customer-Centric Focus:
- Collaborate on initiatives to enhance customer satisfaction (CSAT), drive LFL transactions, and improve HVC engagement.
- Assist in gathering feedback from store teams and participants to identify gaps in training content or implementation strategies.
Project Support and Administration:
- Track the progress of program rollouts and maintain project timelines, ensuring milestones are met.
- Organize and document feedback, attendance, and performance data to measure program effectiveness and support reporting efforts.
Technology Utilization:
- Use CRM tools (e.g., Salesforce, HubSpot) to gather insights and tailor training content.
- Manage learning management systems (LMS) to upload, track, and organize training resources.
- Leverage tools like Excel, Google Sheets, and SurveyMonkey to monitor feedback, track key metrics, and refine training processes.
Competencies – Functional (job specific):
- Strategy: Experience developing and delivering impactful CX Initiatives. understanding of customer satisfaction and loyalty-building strategies.
- Project Management: Ability to manage project timelines, track progress, and provide regular updates to the Learning Design Manager.
- Communication & Negotiation Skills: Exceptional teamwork skills to work effectively with cross-functional teams and stakeholders.
- Consulting Background: Analytical to assess gaps and recommend improvements.
- Research skills: Proficient in identifying and integrating customer engagement trends and advanced selling techniques into training content.
Qualifications:
Bachelor’s degree in Business, Education, or a related field. Certifications in instructional design or digital learning tools are a plus.
2–3 years in a supporting role within learning and development, retail operations, or customer service, preferably in the retail or luxury sectors.
Proficient in English and Arabic.
Use of Technology:
- Familiarity with LMS platforms and content management tools for training materials.
- Proficient in basic analytics tools (e.g., Excel, Google Sheets) and CRM platforms for gathering data and reporting insights.
- Experience with digital facilitation tools, such as Microsoft Teams or Zoom, for managing virtual resources.
General Abilities:
- Strong organizational skills, attention to detail, and the ability to manage multiple tasks simultaneously.
- Excellent communication and collaboration abilities are essential.
- Familiarity with retail KPIs (LFL transactions, conversion rates, etc.), HVC engagement strategies, and advanced selling techniques.
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