Sales Coach

JOB TITLE
Sales Coach

JOB MISSION
The role of the Sales Coach is a professional partnership with the Commercial Director, the Boutique Director, and Human Resources Business Partner (HRBP) to support and drive the achievement of commercial business objectives, to enhance client engagement and uphold the Maison service standards. The position develops the boutique team's skillset through on-the-floor coaching to elevate the in-store guest experiences, with an emphasis on welcoming and hospitality, effective selling and cross-selling techniques, product savoir-faire, storytelling, and cultivation of client relationships.

What is 'Coaching'?

Coaching is a collaborative, solution-focused, result-oriented, and systematic process in which the coach facilitates the enhancement of work performance for individuals and groups. A coach uses a range of communication skills (such as active listening, questioning, and reformulating) to improve performance, learning, and development. A coach unlocks an individual's potential to maximize their own performance through demonstrating support and feedback.

Main Accountabilities
Key Responsibilities

• Coaching to Drive Business Performance
• Drive performance improvement and enhance the Cartier brand through observations of guest experiences and provide in-the-moment coaching of the sales, service, and client experience teams. Coaching topics may include, but are not limited to, all aspects of selling skills, client development, and client experience.
• Align boutique coaching with key commercial priorities and KPIs (conversion rates, average transaction value, client retention, etc) that include driving sales, client development, and client experience in collaboration with the Retail and the client team to ensure that all the kpis and main projects are englobed in the coaching plan.
• Craft boutique visit agendas and priorities using key performance data trends to develop a targeted coaching plan.
• Shoulder-to-shoulder coaching on the floor to support 1:1 development of the team and enhance sales techniques, storytelling and clienteling skills, deliver real-time feedback to improve the performance.
• Observe/Instigate the implementation of the boutique morning briefs during each boutique visit. Provide feedback to leaders to enhance daily communication and elevate daily learning moments.
• Complete post-visit boutique reports that summarize the coaching goals, progress made, setbacks, or priorities, including actions to be taken by boutique team members, HR, and regional leadership.
• Author a brief weekly summary report to the Director of Commercial and Director of HR/Learning & Development highlighting actions, accomplishments, and progress on key commercial initiatives.
• Support boutique leadership development through side-by-side "coaching the coach". Provide feedback on and assess progress of the leader's coaching ability to drive performance of their teams.
• Use data metrics to track coaching impact on key commercial priorities. Address gaps in performance through qualitative and quantitative analysis, and adjust coaching plans as needed
• Collaboration and Cross-functional Partnerships.
• Partner quarterly with commercial Director, retail supervisor and boutique directors to analyze the progress of the boutique coaching plans, impact on results, and revise plans as needed and identify training needs and create customized learning paths.
• Partner with commercial leadership and HR to review and provide input on individual development plans to elevate performance.
• Strengthen the integration of new hires into the Maison to support accelerated performance.
• Assist Boutique teams in fully embracing the company's values, vision, and strategy.
• Communicate to Regional HR team on in-boutique dynamics and training needs.
• Be the motor of implementing the new HQ programs in line with the region Commercial and Talent Development strategy in alignment with HR.
• Training & Facilitation
• Leverage learning curriculum to facilitate in-boutique, small group trainings on topics that include selling skills, client development, client experience, and product.
• Conduct structured training sessions on brand heritage, product knowledge and luxury service, and etiquette.
• Lead learning & development "run of show" in support of new boutique openings, relocations, or renovations.
• Foster a robust learning culture within each boutique by championing Cartier's Learner Experience Platform, MyLearning, as part of a holistic development journey.
• Act as a mentor and motivator, fostering a high-performance sales culture.
• Inspire teams by embodying the brand's luxury DNA and service excellence.
• Organize best practice sharing sessions.
• Stay updated on market trends, competitor strategies, and evolving client expectations in the luxury sector.

Position Qualifications

• Strong critical thinking skills, assisting internal business partners to identify performance gaps and develop results-focused solutions.
• Business acumen with an ability to read and infer meaning from sales reports.
• Ability to create strong cross-functional relationships that build trust and credibility with a diverse team of internal business partners.
• Self-awareness and ability to adapt interpersonal communication style to a diverse team of internal business partners and sales teams.
• Proactively create and initiate innovative solutions in an effort to improve sales and client experience results.
• Preferred three to five years solid coaching experience in a sales environment with an emphasis on selling skills, client development, client experience, and leadership development.
• Ability to develop and deliver original presentations for meetings and training.
• Partner with instruction design team to influence content creation.
• Computer proficiency in Word, Excel, PowerPoint, and Outlook is required.
• Previous management and/or learning & development experience is preferred.
• Background in luxury retail products is a plus.
• Must be fluent in reading, writing, and speaking English and Portuguese. Spanish is a plus.
• College degree in a related area is a plus.
• Ability to accommodate 60% - 70% Travel.
• 80%-90% time in-boutique.