Retail Programme Development Manager Cartier

HOW WILL YOU MAKE AN IMPACT?

Are you a visionary Learning & Development professional with a deep passion for luxury retail and a "Retail First" mindset? Do you thrive on empowering teams, driving sales productivity, and cultivating unparalleled client service excellence? As the Retail Programme Development Manager, you will be the driving force behind our learning strategy in Saudi Arabia, partnering closely with Boutique Management and Market Executive Committee (ExCo) to identify needs, deliver impactful coaching, and implement strategic action plans. Your expertise will accelerate performance, build robust talent pipelines in collaboration with HR, and embed a culture of continuous improvement across our retail teams, directly contributing to Richemont's success and reinforcing our leadership in the luxury market.

WHAT WILL BE YOUR MISSION?

The Retail Programme Development Manager is responsible for spearheading the learning and development strategy with a "Retail First" focus, ensuring sales productivity and client service excellence across KSA. This pivotal role involves the operational execution of regional and global learning curriculums, acting as a vital bridge between regional strategy and local market needs, and providing hands-on, in-boutique coaching and feedback.

Key Responsibilities:

Strategic L&D Leadership & Business Partnership:

• Drive the learning and development strategy with a "Retail First" focus, aiming to enhance sales productivity and client service excellence.
• Partner with Boutique Management and Market ExCo to identify capability needs and deliver impactful onboarding and coaching programmes.
• Implement action plans designed to accelerate performance, build talent pipelines in collaboration with HR, and sustain a culture of continuous improvement across all Retail teams.
• Act as a trusted advisor to retail and corporate leaders, identifying capability needs, adapting scalable solutions, and managing the operational delivery of programmes across the network.

Operational Execution & Learning Delivery:

• Oversee the operational execution of regional and global learning curriculums across all product categories, ensuring effective scheduling, delivery, and evaluation at country/market level.
• Act as the crucial link between Regional L&D strategy and local market execution and planning.
• In-Boutique Observations, Coaching & Feedback (Approx. 30%): Conduct client experience observations using digital tools, providing constructive "course correct" feedback with a coaching approach. Deliver individual coaching to develop skills and capabilities that drive commercial performance, including supporting Regional High-End Academy delegates.
• In-Boutique Learning Facilitation (Approx. 30%): Deliver short, focused learning sessions directly in boutiques to minimize operational disruption and maximize impact. These sessions will cover client experience, product knowledge, selling techniques, and operational excellence, tailored to specific boutique priorities and team needs.
• In-Class Learning (Approx. 20%): Facilitate formal in-class learning solutions for Internal Boutiques, Seasonal Boutiques, Global Travel Retail, and Watch Specialists, covering Global Retail and Leadership Curriculums, including onboarding and cultural programmes.
• Plan, schedule, and deliver engaging and interactive L&D programmes across KSA retail populations.
• Elevating the Client Experience philosophy with reinforcement after formalized learning interventions.
• Delivering new hire orientation and onboarding programmes.
• Driving clientelling initiatives in partnership with the Client Team.
• Driving soft skills development and capabilities.
• Localise and adapt regional learning materials to specific market needs, ensuring cultural and language relevance, utilising diverse methodologies (classroom, role-plays, digital, on-the-job coaching).
• Manage the local learning calendar and runway in collaboration with the regional L&D team, Commercial, Retail, and HR Leaders.

Performance Measurement & Reporting :

• Track training participation, completion, and business impact against key performance indicators (KPIs) including Learning Engagement Scores, Client Engagement Barometer, Mystery Shopping Results, Sales Turnover, Average Basket Value, Cross-Selling, Up-selling, Conversion Rates, and overall Commercial performance.
• Provide regular reports to the Regional L&D team on progress, challenges, and recommendations.
• Evaluate learning effectively and continuously improve methods based on data-driven insights.

Coaching & Capability Building:

• Build skills, confidence, and behaviours that directly support business goals whilst creating a culture of continuous growth.
• Provide one-to-one and group coaching to strengthen skills, capabilities, behaviours, and leadership effectiveness.
• Identify capability gaps through in-boutique observations, coaching, and feedback "in-the-flow" of work, addressing them through targeted and focused learning solutions.
• Embed a culture of feedback, reflection, and ongoing learning across all levels.
• Link capability building to measurable outcomes such as improved commercial performance, productivity, and client experience.

Career Paths & Talent Management:

• Partner with leaders to identify and develop high-potential talent.
• Provide tools, resources, and coaching to take ownership of individual career growth.
• Support with the completion of Individual Development Plans and ensure all employees have an active development plan in place.

Budget and Operations Management:

• Monitor the country learning budget in collaboration with Regional L&D and HR Leaders, including venues, travel, and vendor costs.
• Manage the end-to-end invoicing and vendor management process.
• Track and report learning expenses to ensure budget compliance.
• Oversee logistics and coordination of all learning activities.

Stakeholder Collaboration:

• Work closely with the Commercial teams, Boutique Management, and HR Business Partners to align learning priorities with business needs.
• Ensure alignment with regional L&D frameworks and strategy and contribute feedback on local learning needs.
• Build strong relationships and drive functional leaders to support capability and skills development across all roles.