Job Specifications
We are growing! We are currently looking to hire a Luxury Retail Training Manager for our team in Paris!
Who we are:
Founded in 2006, our story started with two entrepreneurs. Today, we're proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 250 professionals from around the world, working together to serve more than 250 luxury clients.
At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world's most iconic premium and luxury brands.
What you will be doing:
You will join a dynamic and fast-paced environment working in the Academy team to handle our ongoing projects. You will be working with your team members to ensure that all project requirements, deadlines, and schedules are on track.
You will be developing the ability of front-line teams to elevate customer experience in the luxury sector.
This includes:
Proposing, scoping, designing, leading and managing projects (global and cross-practice projects within CXG)
Reviewing CX assessments and making strategic recommendations, designing bespoke selling ceremonies, training programs and workshops
Managing and developing your own client portfolio
Working very closely to nurture client relationships
Key Responsibilities:
The following will vary and be influenced by project, but in principle it will apply to most projects:
1- B2B Client Development
Lead discovery calls with existing and prospect clients
Understand the premium & luxury clients retail ecosystem to be able to manage client expectations with agility and assertiveness
Be innovative in way you approach each project and always look for new training / solutions
Grow and develop your client relationship to always stay on the top of their mind and increase repeat business
Collect client feedback throughout the project and organize a Return of Experience end-project meeting
Provide excellent service to maintain a positive reputation for the business
2- Project Design & Management
From end to end, design tailored projects that answer clients' needs using various CXG Academy solutions
Create and pitch advanced proposals to clients on a wide range of CX-related skills development solutions
Plan the project which includes budgets, legal agreements, purchase orders, detailed roadmaps, weekly meetings communication tools and governance meetings
Thoroughly manage deliverables, against the brief, budget and timelines
Regularly assess progress in relation to the plan and implement appropriate adjustments when necessary
Propose and develop alternative solutions when projects change trajectory
Partner with our subject matter experts community to direct and review their contribution to each project
3- Content Creation
Design or co-create content on the following topics (the list is non-exhaustive):
Analysis and recommendations for CX reports
Bespoke selling ceremonies
Retail training programs with a blended learning approach (from outlines to learning contents and tools)
Retail training activity tool kits
Workshops (change mindset, brainstorming, team engagement)
Retail standard operational procedures (SOPs)
What you will bring along:
University Degree in Business Management, Marketing or Communication, Master's Degree preferred
Minimum 3-4 years' experience in project management in a B2B agency or a Premium / Luxury brand in the Retail, Hospitality or Automotive environment
French and excellent English level (oral and written)
Thorough project managements skills
Knowledge of the luxury industry and retail environment
Communication and negotiation skills
Good command of Microsoft Office and AI tools to create high-impact presentations and learning content
Key competences:
High level of emotional intelligence
Passionate about human behavior and , customer service
Cultural awareness
Collaborative and team spirit mindset
Analytical aptitude
Agile, solution and detail oriented
Autonomous and rigorous organization
Creative mindset
Reliable and pro active
Good sense of humor
If you have what we are looking for, please make sure to attach your updated Resume with your contact details. Should your profile fit the requirements for the role, we will get in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps.
About the Company
CXG provides innovative solutions to enhance customer experience and improve the performance of premium and luxury brands. With expertise in the premium and luxury market and over 200 iconic brand partnerships, we support clients throughout their CX journey by providing insights and driving change. Our 4 practices - Customer Insights, Measurement, Consulting & Transformation, and the Academy - offer a comprehensive CX transformation framework.
Founded in China in 2006, CXG has evolved into a global business with 12 office...
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