Retail Training & Development Associate

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

Primary Purpose:

The Associate, Retail Training & Development will be responsible for supporting all service and selling training strategies, as well as Omnichannel initiatives and programs, to help drive The Coach Experience in stores. The training scope encompasses retail stores across Malaysia, reporting to Manager, Retail Training & Development.

The successful individual will leverage their proficiency in customer experience to...

• Support training strategy and implementation plan for Malaysia Retail stores, adapting global strategies/content as needed to align with the needs and priorities of the business
• Partner with the Retail Management team to implement business strategies and support sales and service goals with impactful training initiatives, including for annual Store Manager Conferences and other priority programs
• Help drive a differentiated customer experience in stores by understanding customer shopping needs, competitive best practices, and the luxury service environment (within and beyond retail)
• Champion and support the implementation of The Coach Experience selling ceremony in stores
• Leverage and maintain Coach’s online learning platform to ensure strong and effective implementation of foundational Coach training programs and tangible impact on sales and KPIs
• Regularly participate in store visits (cadence TBD) to understand evolving in-store experience, store level opportunities and implementation considerations
• Support in the development of effective networks/mechanisms for training implementation (e.g., store/regional train-the-trainer initiatives)
• Provide training support to the Wholesale and distribution partner network as needed, adapting materials to meet the needs of their business
• Gather and utilize field feedback to assess effectiveness of training programs and identify ongoing training needs and opportunities

The individual will possess...

• Bachelor’s degree with a minimum of 2-4 years of experience in retail or hospitality training and development
• Strong competency in creating engaging training content and learning tools
• Strong written and verbal communication and presentation skills
• Ability to develop and implement creative approaches to training programs that drive tangible results
• Ability to implement strategies, measure impact, and make necessary adjustments to achieve objectives
• Ability to analyze customer-related data and draw conclusions leading to improvement recommendations
• Ability to build effective cross-functional partnerships
• Strong organizational skills and ability to multi-task projects in a dynamic, fast paced environment with shifting priorities
• Luxury brand experience a plus

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at www.coach.com.

General Description of All Benefits: Our company offers a number of benefits to eligible employees, including health benefits (medical, dental, vision), life insurance and disability insurance. Eligible employees are also able to enroll in our company’s 401(k) savings plan and take paid time off for wellness needs and vacations. For additional information about our benefits Click Here - U.S Store Compensation & Benefits
General Description of Other Compensation: Eligible employees will be able to receive discounts on certain products and incentive compensation.