Lead and develop training and quality skills to ensure the business maintains its position as customer centric. This is an influential role and essential in enhancing the overall Ralph Lauren experience

• Teach and share our global values to the wider team

• Develop educational material (e.g. videos and manuals) and maintain records of training curricula

• Organise classroom-style seminars about customer handling, product features, sales techniques with our outsource partners

• Conduct role-playing activities to develop interpersonal skills (e.g. teamwork and conflict management)

• Schedule regular training sessions (e.g. monthly or quarterly) particularly around Product knowledge

• Manage and maintain the product showroom in line with RL creative direction

• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult customer cases)

• Coordinate mentorship programs for new customer service representatives

• Assess the impact of each educational course on staff performance and client satisfaction

• Work closely with wider areas of the business in particular Quality Assurance and WFM to track performance at team and individual level

• Participate in customer and client listening programs to identify customer needs and expectations

• Develop team skills in areas of customer service, products and communication and identify gaps in knowledge

• Meet all internal performance measures and be actively involved in process and improvement and KPI development

• Participate in design of call monitoring formats and quality standards

• Provide feedback to call centre team leaders and managers

• Work experience as a Customer Service Trainer or similar role
• Knowledge of Learning Management Software (LMS) is desirable
• Be comfortable using industry-standard software and languages for E-learning (Google docs, Office, Articulate, Rise etc)