ITALIAN FOOTWEAR BRAND

DUBAI | FRANCE | ITALY | UK

Due to the brand’s small but developing structure, an external learning & development support was needed to roll out a branded client experience for each of their international locations as well as motivational training with specific leadership focus

THE INITIATIVE

  • Create a retail excellence programme for all levels of seniority
  • Develop talent both personally and professionally to improve retention rates
  • Re-engineer client’s perception of the brand through its client experience
  • Redefine the client experience from a human perspective through improved interpersonal communication skills
  • Develop a Leadership and Management programme to encourage transformational leadership at all levels within the brand
  • Create a library of nano-modules & deployment schedule to be facilitated by store managers


THE DEPLOYMENT

  • Each global region was mystery shopped, and targeted for key areas of development.
  • Global redesign of all training materials and training methods was launched.
  • Developed & deployed 2 day training sessions in Dubai, Paris, Milan Frontline sales staff (25 participants per group). 
  • All Collateral produced in English, French, and Italian
  • Developed & deployed a 3 day training session in Paris for all store managers and assistant managers (22 participants
  • Created a module-based on-boarding programme based the core content of  CX  training for all new recruits


 

THE RESULTS

  • Created and trained staff to a new branded client experience
  • Particular focus on clienteling and the psychology of selling; leadership versus management
  • Key KPIs were tracked post-training to evaluate the effectiveness.


 

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