Sales Training Manager

The Sales Training Manager at Lux Bond & Green works with associates in each of our 6 store locations to guide them in effective selling and customer service techniques while ensuring all company protocols and company culture are followed. This role includes responsibilities as the Rolex Experience Coordinator to spearhead Rolex initiatives and hospitality in the stores per the guidelines from LBG and Rolex. The goal of the Sales Training Manager is to increase overall performance of the sales team by giving them the right tools, skills, and knowledge they need to ensure every Lux Bond & Green client receives an exceptional service experience.

This position will require a significant amount of travel to each location (minimum 3 days per week) to ensure our luxury and hospitality standards are being met. The position will report to the Director of Stores and the CFO with additional dotted line reporting to CEO John Green and the Rolex Area Sales Manager. Regular collaboration and communication with corporate departments such as the buying offices, Business Office and Operations will be required as well as regularly soliciting feedback and input from store management about their training needs.

SALES TRAINING RESPONSIBILITIES:

• Identify the needs of the workforce in each location regarding customer service expectations, hospitality, and the use of sales tools such as Podium to drive the business.
• After identifying the needs, develop and implement dynamic and interactive training programs using a variety of different methodologies such as role-playing, written training guides, one-on-one sessions to accommodate individual learning styles.
• Develop mechanisms to measure participants' knowledge retention and the training's impact on performance to ensure that training objectives are being met.
• A significant focus will be on Lux Bond & Green’s CRM initiative, spending time in each store to ensure the technology is being used correctly, coaching staff on how to maximize use of the system and measuring the results. Developing a strong partnership with the Operations Analyst will be necessary to ensure the processes and training are aligned.
• Plan off-site training sessions at least twice a year for hourly staff members to increase their knowledge and build camaraderie among staff members from multiple locations. Utilize subject matter experts from various departments to participate in the training sessions.
• Assist with additional off-site meeting planning including manager meetings, special events, etc.
• Jewelers Mutual Care Plan training and other new initiatives as set forth by the company

ROLEX EXPERIENCE COORDINATOR RESPONSIBILITIES:

• Have a strong understanding of all Rolex policies and guidelines ensuring there is consistency between locations regarding how all sales and service Rolex transactions are handled, e.g., regular communications with customers, swiping warranties, asking Rolex customers to have a seat, having a beverage menu, offering hospitality options to customers, etc.
• Oversee and maintain regular communication and visits (minimum twice a month) with the in-store Rolex Liaisons and Store Managers to ensure all experience and training initiatives are properly launched and regularly reviewed. Work with locations to ensure all necessary training modules are completed on a timely basis and all Rolex guidelines are being followed.
• Utilize the CRM system to monitor all Rolex inquiries ensuring each store is providing the necessary details for Rolex customers. In addition, work with each Rolex store to make sure client communication standards are met. Provide retraining to sales staff when needed.
• Review Rolex training materials available to the stores and make recommendations on what needs to be added, improved, or updated.
• Pay special attention to working with newly hired associates focusing on sales techniques, product knowledge, and following established company procedures.
• Provide backup to the marketing team in responding to Rolex inquiries received via email and assist with handling escalated Rolex inquiries
• Annual review with Rolex and presentation on hospitality, service improvements, training and raising the bar. 

SECRET SHOPPER COORDINATION, CUSTOMER AND REVIEW:

• Work with the Director of Stores to develop and review our secret shopper experiences
• This includes all stores, to be used to grade our training guidelines and areas for future training and improvement from digital experiences, phone interactions, and in-store customer experiences. 
• Store customer data analytics to be reviewed with management and Rolex (being developed)

Reporting:

• Monthly reports to store managers on Rolex interactions from secret shopper experience and future trainings necessary.
• Quarterly reports to senior management on progress with data and recommendations to continue our progress 

MINIMUM REQUIREMENTS:

• Significant experience in the sales of luxury goods and services. Experience with jewelry and watches is preferred.
• Master level knowledge of Rolex or the interest and desire in learning all aspects of this brand
• Proven experience with the development and delivery of training materials as well as the use of PowerPoint, Scribe, etc. are strongly preferred.

PERSONAL DEVELOPMENT AND LEADERSHIP SKILLS:

• Excellent ability to collaborate with others and work as a team
• Superior oral and written communication to keep employees motivated and engaged during the training process
• Strong presentation skills for both one-on-one and classroom training
• Excellent organizational skills to track training progress and outcomes

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.