1. Onboarding Planning for New Hires (Apply for Coach)

? Put together customized on boarding experience for new hires and deploy accordingly

? Coach new hires in product knowledge, selling skills and client service (from My CHANEL Essentials and The CHANEL Experience contents) using blended learning approaches

? Equip on boarding buddy to support new hires

? Monitor and track progress of integration for new hires

2. Coach FAs (Fashion Advisors) on adaptability and flexibility (in-floor coaching) (Apply for Coach)

Guiding principle: To enable FAs (as the face of CHANEL and based on FA Competencies) to build emotional connection with clients by customizing their behaviors for different client personalities.

? Observe client-staff interactions closely and frequently to identify areas of improvement in FA’s interactions with clients and other retail staff

? Provide near-real time feedback to FAs based on coach’s experience, industry best practices, Chanel’s FA competency framework, Chanel’s vital behavior framework, etc.

? Plan and track coaching conversations with boutique staff, with the objective of helping them to meet performance objectives and create client-centric experiences

? Engage in regular coaching conversations with boutique staff to assist in their learning and development journeys

? Provide FA observation feedback, improvement advice and Coach-the-Coach assistance to DHOB

? Prioritize adaptability and flexibility coaching (i.e. are FAs customizing their behavior based on various client’s personality / flexible on selling approach based on client’s needs)

? Prioritize coaching on FA development (e.g. understanding their needs and concerns with personal and professional growth) to motivate and retain FAs

? With understanding of both client needs and FA strengths and improvement areas, assist FAs to execute client action plans (created by Client Engagement Management Expert)

? Monitor progress and feedback to both CEM expert and FA on client action plans

3. Customize, deliver, and follow up on Learning Path for Retail Team (Apply for Coach)

Guiding principle: To become FA’s trusted “go-to” advisor in Learning and Development, empower FAs to raise their concerns in a structured and logical manner

? Observe client-staff interactions frequently, maintain close relationship with Retail Team to identify gaps in learning and development

? Maintain close relationship with FAs to identify and escalate their needs and concerns accordingly

? Identify and analyze learning and coaching requirements based on individual and collective needs for the boutique

? Co-owns/develop customized learning roadmaps and content with “office” L&D team

? Recommend action plans and coaching plans for boutique staff

? Create, maintain, and monitor the progress of learning and coaching plans

? Deliver in-boutique learning sessions (e.g. Flash Training, MM sessions, collection briefing) on product, services and strategy

? Implement learning solutions (including digital ones) and drive digital learning

4. Drive the roll out of E-Learning and other FA tools (Apply for Coach)

? Engage FA on the usage of various digital tools that have been developed for training and learning

? Coach FA in their adoption of blended learning

5. Support People Development (Apply for Senior Coach)

Guiding principle: To bring the best out the FAs by raising the awareness of the importance of FA’s role and developing their careers

? Make and communicate progress report of staff development status to HOB/DHOB

? Understand boutique strategy, manpower requirements and people challenges

? Partner with Head of Boutique/DHOB, HR, Retail Managers to strategize and develop a comprehensive people development plan (e.g. career path, C&B)

? Participate in people discussions with HOB/DHOB (e.g. performance review, promotion decisions, etc.)

6. Collaboration with experts (Apply for Senior Coach)

? Collaborate with CEM expert to refine, customize and execute client action plans based on FA profile

? Collaborate with “office” L&D team to co-develop learning paths for retail teams

? Partner with other relevant stakeholders (on an as-need basis) to curate training content and advise partners on optimal training delivery method

Measuring Effectiveness and Feedback on People and Client Intelligence

? Be accountable for client and employee loyalty quantitative and qualitative KPIs (TBC) , such as:

o Client survey satisfaction scores

o Client retention / loyalty

o Staff turnover

o Feedback from Fashion Advisors

o Etc.

? Track learning and coaching effectiveness by defined KPIs

? Share observations and feedback regarding staff performance with Btq Mgt

? Share observations and feedback regarding client trends, behavior, and other insights

? Proactively bringing people/client intelligence/pulse of the retail teams to retail and business GMs

? Use CSS reports to define/refine learning plans for staff

Partner with H/DOBs in communicating selected strategic messages to boutique staff

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