Tiffany & Co. Sales Training Manager- Canada in Toronto, Ontario

The Sales Training Manager - Canada will be responsible for sustaining the key behavior and performance model for the "Tiffany Experience" in Tiffany & Co. Northern America with a focus on the Canadian market. In partnerhsip with the Canada head office and corporate support groups, the Sales Training Manager – Canada will be responsible for designing, developing and delivering training programs for Tiffany retail employees. The ultimate goal is to create Tiffany brand ambassadors who demonstrate the Tiffany Touch in client interactions, are knowledgable about Tiffany products, have a strategic approach to selling and client development, and provide world-class service that results in maximum productity, brand loyalty and market share growth. One of the primary responsibilities of the Sales Training Manager - Canada will be to observe, monitor and coach client-facing employees in Tiffany retail stores to ensure the sales and service standards are consistently high and brand behaviors are demonstrated at all aspects of the client interaction.

Sales Coaching for the "Tiffany Experience":

  • Monitor and observe daily customer interactions on the sales floor and debrief by sharing strengths and areas for improvement to the coachee as evaluated against the Tiffany sales model for Tiffany Experience Index, including product knowledge, selling skills and service experience.

  • Recommend and support short and long term solutions to closing performance gaps (further coaching, training classes, review of training materials, Company resources, etc.

Deliver Training Programs:

  • Facilitate or co-facilitate Tiffany Sales and Product knowledge programs to achieve learning and performance goals

  • Provide support for post training endeavors (surveys, follow up, correspondence

  • Partner with corporate support teams to design and develop training classes and materials to fill identified training needs or curriculum gaps for the Northern American region

Partner with Store Management:

  • Partner with store management to identify high potential, monitor and coach the sales force independently on their individual targets and debrief sales figures in real time

  • Keep management updated on all coaching conversations and action plans in a timely manner

  • Partner to provide onboarding support for local retail hires

Reporting/ Tracking:

  • Compile all training data for LMS reporting from independent and direct report Sales Trainers’ projects and programs

  • Ongoing measurement and evaluation of programs’ effectiveness and efficiency

  • Create a weekly training activity report for local retail management, MVP, Human Resources Manager and Director of Training Northern America

Program/ Project Administration:

  • Take an active role in the training the Northern America team and ensure strategic objectives are met

  • Hold teams accountable for achieving business objectives by setting clear expectations and providing effective feedback

  • Create project plans, document delivery timelines, resource requirements, budget oversight and deliverable timelines, resource requirements, budget oversight and deliverables

Coordinate program/ project logistics (i.e. participant and independent travel, shipping, printing, venue BEO, borrowing merchandise, offsite meeting logistics, etc.)

  • Strong team management skills

  • Knowledge of luxury retail, jewelry industry is preferred

  • Coaching, training and/or organizational development experience

  • Minimum of 5-7 years retail/training experience, instructional design, classroom facilitation or performance consulting experience (luxury brands or luxury service industries preferred)

  • Strong willingness and ability to learn and gain subject-matter expertise

  • Strong instructional design, facilitation, communication and interpersonal skills

  • Ability to travel 50% of time with 75% of time dedicated to in-store/training coaching and facilitation (may require occasional weekend hours)

  • Ability to interact with all levels of employees

  • Ability to work independently and collaboratively on a team

  • Excellent follow up, organizational skills, project management skills and able to handle multiple tasks simultaneously

  • Strong proficiency with Microsoft Office software

Preferred Qualifications:

  • Previous management experience

  • MA in Education, Adult Education, or related field

  • Graduate Gemologist diploma from the Gemological Institute of America or similar geological study

Req #: 30632