GLOBAL
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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