CARE: Training & Development Expert

Role Description:

• We have a suitable opening in the Consumer Experience team for the position of CARE : Training & Development Expert in the CDMO Function.
• In this individual contributor role you will play a crucial role to provide support & continuously develop the CARE Team with various expertise’s to guarantee their optimal performance and engagement through all channels of communication to ensure the best level of Consumer Experience across channels while supporting E-Care BAs to better address their intents

Responsibilities: 

Training:

• Deploy and implement the training strategy for the entire CARE team (In-house & BPO) and deliver best on the set KPI results & elevate Consumer Experience
• Create dedicated training content
• Organize, lead and facilitate training sessions
• Collaborate & be the liaison between the different stakeholders
• Responsible for the evolution of training programs & recognize opportunities for improvement
• Monitor and evaluate current training program’s effectiveness and success (attendance rate, post training quizzes)

Development of the CARE team:

• Build, run and assess the monthly / quarterly competency tests and adjust trainings according to results
• Monitor & Analyze feedback from CSAT surveys & Quality Monitoring in detail to adjust trainings with the aim of upskilling & developing the team
• Development plan after training need analysis basis the above and post training evaluation
• Follow set KPIs that allow to monitor the quality of the training content (e.g., FCR, CSAT, etc)
• Elevates Customer Experience & Service Attitude

Planning & Reporting:

• Develop a training plan for the entire CARE function - freshers, E-CARE BA’s after a training need analysis & recognition of opportunities
• Reporting on planners, success and development tracker 

Requirements:

Pedagogical skills & capacity to execute trainings

• Effective listening and communication
• Autonomy, organization and decision-making skills
• Knows customer profiles & transmits customer centricity
• Knowledge of Beauty Métiers
• Knowledge of Platforms (Social/Salesforce & Sprinklr)
• Advanced Knowledge of tools to create and update trainings and e-learnings
• Fosters empathy
• Continuously elevates services standards and execution according to brand specificities
• Cooperates with 360° internal and external stakeholders guarantying a consistent customer experience