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Retail Excellence Strategist

3 weeks ago

Copenhagen, Copenhagen, Denmark PARETO SECURITIES AS Full time
Job Description

We are seeking a highly skilled Global Retail Excellence Manager to drive training, optimize operations, and enhance customer experiences across our stores worldwide.

Your Mission & Responsibilities:

  1. Internal Communication Hub (App Management):
    • Regularly update internal communication channels, such as GANNI News, Academy Content, and Collabs/Story sections, to keep employees informed and engaged.
    • Monitor app performance metrics, identify improvement opportunities, and coordinate with external platform partners like Relesys to resolve technical issues.
  2. Training & Development:
    • Deliver comprehensive seasonal collection training sessions four times yearly, including virtual calls, detailed presentation decks, and sales strategy materials.
    • Provide specialized training for exclusive and collaborative collections, emphasizing brand narratives and product knowledge.
    • Host category-specific training calls in partnership with relevant departments to spotlight key product areas.
    • Design and implement retail training programs to elevate the skills of store teams, including customer service, sales techniques, and product knowledge.
  3. Develop and Implement Revamped Selling Ceremony: Create guidelines for appointment booking, event hosting, and customer journey principles to enhance the in-store experience.
  4. Onboarding & New Store Openings:
    • Host monthly virtual onboarding sessions for new hires across EMEA, US, and CN regions, ensuring consistent alignment with GANNI's brand values.
    • Deliver in-person training for new store openings, focusing on operational excellence and customer engagement.
  5. Cross-Functional Collaboration:
    • Partner with CRM, Marketing, Omni, and E-commerce teams to align product launches, campaigns, and initiatives across all channels.
    • Provide insights and feedback to ensure retail alignment with collaborations, marketing toolkits, and omnichannel strategies.
  6. Analyze KPIs and Performance Data: Deliver detailed reports to support decision-making and drive results.
  7. Customer Experience Excellence: Ensure a consistent and exceptional in-store customer experience by creating and rolling out global standards for clienteling, service excellence, and brand alignment.

About You:

  • Proven experience in retail training, operational excellence, or a similar role in a multi-country retail environment.
  • Strong expertise in developing training programs, selling ceremonies, and onboarding materials for retail teams.
  • Exceptional project management skills, with a track record of delivering cross-functional initiatives on time and within scope.
  • Analytical mindset with the ability to monitor KPIs, track performance metrics, and present actionable insights.
  • Excellent communication and collaboration skills, with the ability to engage with diverse teams globally.
  • Experience working with internal communication tools and external partners (e.g., Relesys).
  • Passion for customer experience, team development, and alignment with GANNI's brand values.
  • Fluency in English; additional language skills are a plus.