Job Description

Why this Mission?

Luxury Fashion Retail is evolving rapidly, with growing business size and client demands for individuality. CHANEL’s mission is to engage clients emotionally and durably, and this starts with engaging our own people. As the Retail Learning and Development Partner, you enable Fashion Advisors (FAs) to be the front face of CHANEL, building their confidence, presence, and prestige. The role is crucial for driving both FA loyalty and client loyalty, sustaining business growth through professionalization and personalized engagement 

Impact you can create in the role

Empower Fashion Advisors by giving them a voice and presence, ensuring their contribution is recognized and valued. Customize and deliver learning solutions that build emotional connections between Fashion Advisors and clients. Drive the shift from mass training to individualized coaching, enhancing adaptability and flexibility among Fashion Advisors. Support people’s development by collaborating with HR, Retail Managers and Boutique leadership to foster career paths and growth opportunities. Enable Fashion Advisor to transmit CHANEL brand values, inspiring exceptional client experiences.

LEARNING PATH & COACHING MANAGEMENT

• Design, deliver, and monitor learning paths for the retail team, ensuring Fashion Advisors (FAs) have clear development plans and access to relevant training.
• Observe client–staff interactions regularly to identify capability gaps and learning needs.
• Develop and implement individual and team coaching plans; monitor progress and track outcomes.
• Facilitate in-boutique learning sessions (Flash Training, Morning Meetings, collection briefings) using blended and digital learning methods.
• Coach FAs on adaptability and client engagement to build emotional connections and personalize service as well as on brand heritage and collection knowledge.
• Provide timely feedback based on industry best practices and CHANEL competency frameworks.

ONBOARDING & INTEGRATION

• Design and deliver tailored onboarding programs for new hires, covering product knowledge, selling skills, and client experience.
• Support and guide onboarding buddies to ensure effective integration of new employees.
• Partner with experts (e.g., Client Engagement Management) to execute client action plans aligned with FA development needs.

COLLABORATION & CONTENT DEVELOPMENT

• Co-create learning content and development roadmaps with L&D and cross-functional teams.
• Partner with boutique management, HR, and regional teams to align learning initiatives with business objectives.
• Work with subject matter experts to ensure comprehensive product and service training.

TRACKING, REPORTING & QUALITY IMPROVEMENT

• Monitor training effectiveness using KPIs and provide insights into staff performance and client trends.
• Share workforce and client insights with retail leaders to support decision-making.
• Use Client Satisfaction (CSS) data to refine learning strategies and drive continuous improvement.

PROCESSES & SYSTEMS IMPROVEMENT

• Standardize and improve learning processes, including training administration and feedback systems.
• Ensure compliance with global and regional guidelines and update SOPs when required.
• Collaborate with IT, HR, and operations to enhance learning platforms and systems.

KEY STAKEHOLDERS

Internal: Retail leaders, boutique teams, Fashion L&D, HR, marketing, Visual Merchandising, styling teams, regional L&D/HR, business partners.

External: Training vendors, consultants, event venues, F&B providers, and production suppliers.

You are energized by

• Observing and analyzing client–staff interactions to identify growth opportunities for Fashion Advisors and the retail team.
• Designing creative learning and coaching solutions tailored to individual and boutique needs.
• Working in a fast-paced luxury retail environment, staying agile and adaptable amid change.
• Collaborating with diverse stakeholders, boutique teams, retail leaders, HR, and L&D to drive people and business impact.
• Facilitating meaningful conversations that empower individuals to build confidence, voice, and presence.
• Delivering engaging in-boutique training and on-the-floor coaching that supports real-time development.
• Challenging the status quo and introducing new ideas to enhance learning and client experience.

What You Will Bring

• Strong analytical and observation skills to generate insights and identify development opportunities.
• Excellent collaboration and communication skills, with the ability to build positive relationships across all levels.
• Agility and adaptability in a dynamic retail and learning environment.
• Ability to perform in a fast-paced, multicultural, boutique setting.
• Passion for learning and development, with strong interest in luxury retail business.
• Innovative and proactive mindset in designing engaging learning solutions.
• Confidence to speak up, challenge the status quo, and drive people and client excellence.
• Successful adoption of best practices and strategic priorities across boutique teams.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Chanel.