Job DescriptionJob Title: Retail Learning Coach - The Landmark
Reports to: Manager, Retail Learning - The Landmark
Position OverviewThe Retail Learning Coach is responsible for executing and reinforcing Tiffany & Co.'s retail learning strategy at The Landmark. This role partners closely with Commercial Leadership, Client Advisors, Retail Learning- Americas, and cross-functional teams to drive business performance through impactful learning experiences, coaching, and development initiatives. The Retail Learning Coach serves as a key resource in elevating client experience, selling ceremony, product knowledge, and brand behaviors across the Client Advisor population and broader retail team.
The role also supports the unique learning and development needs of The Landmark, ensuring team members deliver a world-class luxury retail and hospitality experience consistent with Tiffany & Co.'s flagship destination strategy.
KEY RESPONSIBILITIES:Retail Behaviors and Impact on Business- Understand retail math and the skills, actions, and behaviors that impact key performance indicators.
- Roll out training initiatives based on the needs of the business, as directed by the Retail Learning Manager.
- Monitor and observe daily interactions on the sales floor. Share strengths and opportunities with Commercial Leadership based on Tiffany & Co. knowledge, client experience standards, selling skills, and brand behaviors.
- Ensure brand behaviors are consistently demonstrated on the sales floor, including but not limited to grooming, image, etiquette, and store presentation standards.
- Provide evaluations and post-training assessments to measure effectiveness and demonstrate return on investment.
- Maintain a strong presence on the sales floor, working alongside Team Managers and Sales teams to support the adoption of desired behaviors, skills, and client experience standards.
- Utilize metrics, KPIs, reports, and business insights to assess learning effectiveness and identify opportunities for continuous improvement.
Learning Preparation, Delivery & Application- Ensure the full execution of the retail learning strategy, including preparation, facilitation, coaching, feedback, reinforcement, and follow-up.
- Partner with the Commercial Leadership Team and the Retail Learning Manager to structure and schedule impactful learning moments that support business priorities and performance objectives.
- Collaborate with Retail Learning- Americas to leverage brand content and facilitate learning programs that support business goals.
- Organize and facilitate engaging onboarding and induction experiences for all new hires, partnering with subject matter experts and store leaders to create an exceptional learning journey.
- Adapt quickly to the evolving needs of the retail environment, adjusting learning approaches as necessary to maximize impact.
Coaching and People Development- Lead by example and foster a culture of continuous learning, coaching, feedback, and development across The Landmark population...
- Support the successful application of learning initiatives through reinforcement activities, floor observations, feedback, and ongoing coaching aligned to business needs.
- Champion a growth mindset and foster a positive, inclusive, and high-performance learning culture that encourages curiosity, accountability, collaboration, continuous development, in alignment with Tiffany & Co.'s values and service standards.
- Monitor and coach the sales team on their individual targets, offering short- and long-term solutions to closing performance gaps, in partnership with Team Managers.
Required Qualifications- Minimum 7 years of retail training / coaching experience, preferably within a luxury brand or luxury service environment.
- Advanced organizational and time management skills, with the ability to prioritize multiple initiatives, manage competing deadlines, and execute with accuracy in a fast-paced environment.
- Strong facilitation, presentation, communication, and interpersonal skills.
- Ability to influence and build relationships across all levels of the organization.
- Demonstrates strong self-awareness and emotional intelligence.
- Remains composed and solutions-oriented in all circumstances.
- Empowers others while holding self and team members accountable.
- Adapt communication style to motivate and inspire diverse teams.
- Instills confidence and encourages others to achieve success.
- Fosters a learning environment and growth mindset.
- Embraces challenges and encourages others to do the same.
- Collaborative and proactive in building partnerships across cross-functional teams.
- Confident in taking initiative and identifying the appropriate course of action.
- Willingness to work evenings, weekends, and special events as business needs require.
ResponsibilitiesRetail Performance and impact on business - Understand retail math and the skills, actions, behaviors that impact key performance indicators.
- Align focus based on the needs of the business, as directed by the Landmark leadership team.
- Monitor and observe daily client interactions on the sales floor. Share strengths and areas for improvement to the retail sales team as evaluated against Tiffany knowledge, client experience, selling skills and attitude benchmarks/best practices.
- Ensure brand behaviors are demonstrated on the sales floors as company standard including but not limited to grooming, image and etiquette, store presentation standards, etc.
- Provide evaluations for post-training endeavors to demonstrate ROI.
- Be present on the store floor, to work alongside leaders and team managers to support the adoption of actions and behaviors.
- Use metrics, KPIs, reports and measurements to ensure program efficacy, efficiency, and success.
Learning Preparation, Delivery & Application - Ensure the full execution of the retail learning strategy (preparation/facilitation/coaching/feedback/follow up) to team members.
- Partner with store leadership for structuring, and scheduling motivational learning moments that relate to the needs of the team to impact performance and metrics.
- Partner with Retail Learning Americas to utilize brand content and facilitate trainings designed to support business objectives.
- Organize and/or facilitate inspiring & impactful in-store on-boarding/induction to all new hires, partnering with subject matter experts in the store and area to ensure an enhanced learning experience for the employee.
- Partner with store management to prepare monthly training calendar/focuses, mapping out learning solutions (Daily T meetings, In-store training sessions) based on observations and specific business objective of store.
- Observe the quality of all in-store training via follow up, partnering with Store Management Team, maintaining an active sales floor presence to assess the impact of any learning initiatives.
- Agile to the evolving needs of the retail store environment; adapting approach and learning as necessary.
Leadership and People Development - Lead by example and help support a culture of coaching & feedback working directly with the Store & Team Managers to further enhance the development of their leadership skills thus making them more effective in their roles.
- Establish frequent check-in schedule with store leadership, retail performance and learning teams on coaching conversations, progress, and opportunities.
- Monitor and coach the sales team on their individual targets, offering short- and long-term solutions to closing performance gaps (further coaching, training classes, review of training materials, etc)
- Track coaching conversations, update training records for employees in LMS
QualificationsRequired
- 5 years of training & development experience (luxury brand or luxury service industry)
- Retail Leadership experience
- Proven track record with an effective coaching approach
- Strong facilitation, communication, and interpersonal skills
- Ability to interact with all levels of employees
- Exhibits Strong Self Awareness
- Remains composed in all circumstances
- Empowers team and holds self & other accountable
- Flexes style to motivate and inspire diverse teams
- Instills confidence in the capacity to succeed
- Fosters a learning environment and growth mindset
- Embraces challenges and encourages others to do so
- Collaborative and seeks partnership with all cross functional roles
- Confident in taking initiative and identifying the appropriate course of action
- Willingness to work evenings and weekends
- Willingness to travel as needed
Preferred
- GIA Certified
- Jewelry industry experience
- Training & Development experience (facilitation skills)
The hiring range for this position ranges from $97,000 - $132,000. The rate of pay offered will be dependent upon candidates' relevant skills and experience.
