Service Coach &Trainer (Fashion / Watches, Jewelleries and Accessories) - DFS2231737 in Hong Kong at DFS

投稿された日付 8/10/2019



The Service Trainer is responsible for elevating the service behaviors on the shop floor. They facilitate and deliver the service training, coaching and guiding the store teams to provide a memorable shopping experience and that the DFS Service Excellence Vision is bought to life through the demonstration of the service qualities and behaviours.

Key Responsibilities:

• Deliver the DFS Service Excellence training through classroom facilitation and drive the application by frontline staff through effective on-floor coaching.
• Identify service gaps and develop solutions in partnership with Division L&D and store leadership.
• Evolve service programs by keeping a pulse on best practice innovative techniques and local market needs.
• Optimizing time on floor coaching and interact with store leadership to elevate the service behaviours of the Sales Associates/ Beauty Advisors to drive customer engagement and conversion.
• Mentor and guide frontline leaders on service coaching of the staff.
• Support store leaders in building individual coaching plans after performing gap analysis of the teams, and in coaching the teams on selling skills.
• Daily observation and coaching on the floor to ensure application of all training programs with clear tracking and monitoring of established action plans
• Provide on-going feedback to store leaders/ Division L&D on the performance/progress of individual team members Leverage on Mystery Shoppers results to coach individuals and support the store to improve the service standard.
• In collaboration with Division L&D to deliver on boarding and service programs and through active and sustained in-store coaching contributing to the culture of shop-floor focus and positive recognition.
• Participate in any ad hoc projects as assigned

Key Requirements:

• Minimum 5 years experience in a fast-paced environment, with experience in retail sales/ hospitality of supervisory and training experience is preferred.
• Passion to drive training facilitation, application of learning and coaching execution on floor.
• Self-starter, agile in learning, able to work independently with a “can-do” attitude.
• Function as a resourceful and proactive team member.
• Good communication and interpersonal skills
• Good organizational and prioritization skills; ability to juggle multiple projects.
• Good verbal and written communication skills in English
• Proficiency in Word, Excel and PowerPoint