Retail Training Manager - ME

The Retail Training Manager for the Middle East market is responsible for developing, implementing, and evaluating training programs that enhance the skills, knowledge, and performance of retail staff across the region. This role ensures that all training initiatives align with the company's global standards while being sensitive to the cultural nuances and specific market demands of the Middle East. The Training Manager will collaborate closely with regional store managers, HR, and corporate leadership to identify training needs, create engaging learning solutions, and drive a culture of continuous improvement and exceptional customer service. This position reports to the EME Retail Training Director in Paris.

Job Responsibilities

• Training Program Development & Localization:
• Develop and adapt global training programs to suit the specific cultural context and business environment of the Middle East market.
• Use corporate training programs in English and, where necessary, translate or adapt materials into Arabic.
• Incorporate local market trends, customer preferences, and regulatory requirements into training content.
• Needs Assessment & Analysis:
• Conduct thorough needs assessments across retail locations in the Middle East, utilizing surveys, interviews, on-the-job observations, and performance data.
• Identify specific skill gaps, product knowledge deficiencies, or customer service challenges unique to the region.
• Analyse training needs to develop targeted and effective learning solutions.
• Training Delivery & Facilitation:
• Deliver engaging and interactive training sessions, both in-person and virtually, for new hires and existing employees across the Middle East.
• Adapt training delivery methods to accommodate different learning styles and cultural preferences.
• Manage logistics for training events, including venue selection, scheduling, and participant communication.
• Digital Learning App Management:
• Oversee the adoption and completion rate of the Celine Learning App within the Middle East region.
• Promote the use of the digital learning app among employees and provide ongoing support and training on how to use the app effectively.
• Monitor app usage and gather feedback to continuously improve the app's functionality and content.
• Evaluation & Reporting:
• Evaluate the effectiveness of training programs through post-training assessments, on-the-job observations, and performance data analysis.
• Track key performance indicators (KPIs) to measure the impact of training on sales, client experience, and employee retention.
• Monitor Mystery Shopping and Voice of Clients reports by providing action plans to develop team’s skills and competencies.
• Provide regular reports to regional management on training calendar and implementations.
• Monitor training budget.
• Relationship Management & Collaboration:
• Build strong relationships with regional store managers, ME Retail Manager, retail business partners, and corporate stakeholders.
• Collaborate with cross-functional teams to ensure training programs align with business objectives.
• Act as a trusted advisor to store management on training-related matters.
• Cultural Sensitivity & Awareness:
• Demonstrate a strong understanding of the cultural nuances and business etiquette of the Middle East.
• Ensure that all training programs are delivered in a culturally sensitive and respectful manner.
• Adapt communication styles to effectively engage with employees from diverse backgrounds.
• Compliance & Regulatory Requirements:
• Ensure that all training programs comply with relevant local labour laws and regulations.
• Stay up-to-date on changes in regulatory requirements that may impact training content or delivery.
  

Profile

Skills & Qualifications: Fluency in English and Arabic. Minimum of 5 years of experience in retail training and development, with a focus on the Middle East market. Strong understanding of adult learning principles. Excellent communication, presentation, and facilitation skills. Ability to adapt training programs to different learning styles and cultural contexts. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Experience with learning management systems (LMS) and e-learning development tools. Experience managing digital learning apps or mobile learning platforms. Knowledge of mobile learning best practices and strategies for engaging learners through mobile devices. Experience with mystery shopping programs and voice of the customer (VOC) methodologies. Ability to analyse data from mystery shopping and VOC sources to identify training needs and measure program effectiveness. Strong knowledge of the Middle East retail market, including customer preferences, competitive landscape, and cultural nuances. Demonstrated ability to work effectively with diverse teams and stakeholders. Ability to travel within the Middle East region as required.