Assistant Learning and Development Manager
Tiffany & Co
Total years of experience :11 years, 5 Months
In charge of all training and development aspects for Ralph Lauren Retail and Wholesale locations in the GCC and Lebanon, as well as Duty Free corners (Luxury and Polo)
•Focus responsibilities include seasonal product knowledge training in Arabic and English, customer service training and all soft skills, brand induction and training, 1-1 training with managers and sales associates.
•Liaison between brand in Europe (Milan and London) and our retail partners in the regions to make sure all information was delivered on time and was catered to the partners’ needs and their regions
•Support our other back office functions by creating and delivering trainings based on their needs in a timely manner
•Make sure all expenses are within budget, this includes travel and accommodation, training venues, and various expenses linked to the trainings
•Supported the development and delivery of the complete training program for a sister brand in our company (GEOX)
•Work closely with store openings, and spend time on the floor with our teams since becoming the retailer for (Qatar, Bahrain, KSA)
•Rolling out initiatives such as online training modules and testing which helps limit my travel, save costs and have all the teams involved in the learning process continuously.
The first training manager hired in this young boutique hotel, which is part of the prestigious Carlson Rezidor Group.
•Developed and implemented the training department policies and regulations.
•Played a major role in screening candidates through the hiring process, and was a deciding factor in the recruitment process of influential roles such as the Executive Chef, Sales Manager, Outlet Managers, etc.
•Launched a completely new training plan that worked with every employee from their stages of induction into the company, through their development in the roles they held.
•Developed and implemented the complete soft skills training program that included grouping all staff into Job Families, and developing training programs unique to each family that once completed would make the staff member eligible for development into higher role.
•Was part of the daily executive briefings and worked closely with the owning company and each department head to help cover their training needs through developing modules unique to their department needs.
•Re-launched the internship program, recruiting and on boarding students and graduates from various European, Asian, and Middle Eastern countries, as well as locals. Responsibility included placing interns in specific departments and developing their training plans while making sure their department supervisors are implementing the plan and testing learning.
•Was always involved in activities outside my essential role that helped in my development such as Manager on Duty shifts, and being a member of the VP Stars committee.
•Became a certified On the Job Skills Trainer at the Rezidor Business School (Abu Dhabi 2014)
•Kept a close relationship with my counterpart at our sister hotel the Radisson Blu Hotel Kuwait, as well as built a unique list of contacts in various roles in our establishments worldwide. This proved very helpful whenever support was needed and vice versa.
Led several initiatives including developing several new training courses that cater to the local environment and specific business needs.
•Worked closely with the recruitment department in screening and interviewing potential candidates using the competency-based interview.
•Used my international and local background, as well as in-store experience to assist my team with understanding and developing their training styles to reach desired and more effective results with our participants.
•Responsible for providing training to all levels of employees throughout the business and received consistent positive feedback on the level and commitment to making sure all ideas and concepts are understood and transferred to improving the business.
•Handled the training and development of several groups of Kuwaiti Students and Graduates within the company’s Kuwaiti Retail Management and the Kuwait Graduate programs.
•Involvement in the support of colleagues in other countries of operation through providing specific training materials.
•Responsible to liaison with upper management of several Divisions within the company to create and monitor their specific TNA and cater to their requests by developing examples and more brand specific material for their employees and managers. (Home Furnishings, Pharmacy, Optics, Office Depot)
•Led initiative to develop and launch a new evaluation process through the company to make sure we were able to measure the effectiveness of our training courses and the impact they create with the participants when going back to their work.
•Held training in other markets under our responsibility. Developed and implemented effective training schedules and communication in order to maximize positive training results and coverage achievement in minimum time.
In-Store Training & Customer Service)
•Part of the management team that led the launch of Pottery Barn Kids, Kuwait. This included the hiring and training of associates, leading the merchandising and visual aspects during store launch, and setting the store systems and standards with the management team.
•Recruited, as well as trained new members for our new stores.
•Led a team of associates in maintaining the visual standards as per brand specifications.
•Created and maintained a detailed clientele database that was used to push sales and contact customers to promote sales, store events, and the arrival of new products.
•Led several “clienteling” opportunities that our brand depends on for generating revenue such as Gift Registry services, Decorating classes, in-home consultations, weekly book clubs, and other exciting events.
•Drove sales and achieved quarterly bonuses through setting goals and motivating the team.
•Consistently led the team through coaching moments and learning opportunities with the rest of the management team.
•Came up with several training modules and conducted monthly training programs from the home brand.
•Was part of launching new systems in the brand through giving feedback for improvement, and training on the new applications (COMS 2).
•Was responsible for Customer Service results, implemented SHOPPIE training program and received best SHOPPIE result within our division, as well as maintained results.
Led a team of sales associates and consistently maintained sales at an average of $130 per hour.
•Managed the sales floor including all day-to-day activities.
•Responsible of the Men’s department merchandising. This included receiving stock and leading a stock team, putting merchandise out on floor and changing mannequins.
•Consistently received positive feedback from customers, either directly or through other management members, on excellent customer service.
•Responsible for complete cashier duties, including completing sales, opening and closing tills, making daily deposits, accessing the safe, etc.
•Oversaw store opening and closing activities.
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