Customer Experience Trainer

il y a 6 jours

Paris, Île-de-France KIKO MILANO Temps plein

L'entreprise

KIKO MILANO a été fondée en 1997 à Milan et a depuis révolutionné la manière dont les cosmétiques sont commercialisés à l'échelle mondiale. Nous nous efforçons d'offrir une incroyable variété de produits, de textures et de couleurs, une expérience multisensorielle portée par une technologie innovante, tout en restant toujours accessibles en termes de prix. Basée en Italie et fidèle à son ADN, KIKO MILANO allie qualité fiable, créativité et esthétique remarquable.

Vos responsabilités

1. Expérience Client

  • Diffuser et garantir l'application du rituel de vente KIKO Milano (Customer Journey & Kikoway).
  • Planifier et réaliser des visites magasins régulières.
  • Accompagner et coacher les Store Managers, Assistant Store Managers et Beauty Advisors.
  • Contrôler la mise en œuvre du Store Book et des standards Retail Excellence.
  • Élever la qualité de la relation client par des écoutes de vente ("Take Care").
  • Analyser les évaluations clients mystères, les avis Google et les scores NPS.
  • Créer des contenus de formation produits, techniques de vente et best practices.

2. Développement des Compétences

  • Appliquer et déployer la stratégie de formation définie par le Training Manager.
  • Animer et piloter les formations de votre périmètre, en mesurer l'impact via les outils dédiés.
  • Gérer le budget et l'état des lieux des formations.
  • Développer les compétences techniques et commerciales des équipes retail.
  • Contribuer à l'intégration des managers et participer aux "People Reviews".

3. Support à la Stratégie de l'Entreprise

  • Collaborer étroitement avec les Area Managers, Régional Manager et le siège pour suivre les objectifs et indicateurs.
  • Animer l'offre commerciale à travers des supports d'aide à la vente et le suivi des performances.
  • Identifier et partager les bonnes pratiques du marché et les tendances concurrentielles.
  • Diffuser les messages et valeurs de l'entreprise.

Profil recherché

Compétences & qualités clés

  • Exemplarité, autonomie et proactivité.
  • Sens du détail et rigueur dans le suivi des actions.
  • Excellente communication orale et écrite.
  • Capacité d'analyse, esprit d'initiative et adaptabilité.
  • Forte orientation client et esprit collaboratif.
  • Expertise make up indispensable.

Formation & expérience

  • Bac +3/5 (Commerce, Formation, Management, RH ou équivalent).
  • Expérience significative dans le retail, l'animation de formations ou le coaching terrain.
  • Maîtrise du français et bon niveau d'anglais requis.
  • Mobilité sur la zone Paris et RP = 60 à 70% de déplacement

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