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About the Role

Define and drive the sales and service culture across the Americas region, transforming customer interactions to deliver premium "wow" moments. Elevate sales performance through continuous coaching, ensuring highest service standards and advocating the premium brand vision. Deliver a diverse, hybrid training model, shaping global retail store expansion. Bridge global training strategy and regional execution, focusing on onboarding, sales, service, product knowledge, clienteling, omnichannel strategy, and leadership development.

Responsibilities

Localize global service standards into actionable, sales behaviors, leveraging team skills within premium standards and clienteling mindset.
Implement a robust coaching cadence for Lead Advisors and Store Leaders, focusing on coaching behaviors that drive commercial results.
Partner with Head of Retail and Operations to assess regional performance gaps using store KPIs and translate metrics into agile training interventions.
Act as the primary bridge between global training strategy and regional execution, localizing global service standards and onboarding programs.
Lead and develop area trainers through onboarding and coaching, overseeing the US East Coast and supporting training resources across the region.
Support retail partners and distributor-led stores by connecting with their training teams and delivering a Train-the-Trainer (TTT) model.
Lead the regional roll-out of high-impact training initiatives, including omnichannel selling, advanced sales competencies, CRM/clienteling, and leadership development.
Establish training frameworks for opening new markets and driving efficiency in mature markets.
Navigate new, complex problems across stores and areas to identify underlying issues and root causes.
Balance an entrepreneurial, innovative approach with operational structure and routines for regional success.
Partner with regional leadership to assess competency gaps using regional KPIs to refine training strategies and report results.
Manage the regional training budget, including allocations for localization, travel, and expenses.
Collaborate with Customer Service, Commercial, VM, Merchandising, and Talent to unify training content across channels.

Requirements

8+ years of experience in retail training.
Proven track record of managing regional training strategies.
Experience leading, onboarding, and coaching teams of field/area trainers.
Proven capability in people leadership and development.
History of setting clear priorities, providing quality assurance, and supporting colleagues.
Highly comfortable making complex decisions independently and remaining productive under pressure.
Demonstrated ability to balance entrepreneurial innovation with operational efficiency.
Excellent influential communication skills.
Proven ability to build strong relationships across diverse backgrounds and navigate complex social dynamics.
Successfully build cross-functional consensus.
Proactive and growth-oriented mindset.
Willingness to take calculated risks and step outside comfort zone.
Demonstrated ability to build coaching cultures.
Exceptional ability to navigate matrixed organizations.
Influence retail leaders to prioritize coaching.
Excellent project management skills.
Ability to drive complex, end-to-end regional initiatives.
Strong ability to adjust messaging and delivery for different audiences and cultural learning styles.
Ability to travel up to 60% of the time across the Americas region.
Occasional travel to other regions and Global Headquarters (Zurich).
Fluency in additional regional languages such as Spanish and Portuguese is highly advantageous.

Skills

Sales & Service Strategy
Coaching & Development
Business Acumen
Strategic Regional Alignment
Team Leadership & Development
Partner & Distributor Support
Regional Roll-outs & Market Growth
Complex Problem Solving & Structure
Advisory & Performance Metrics
Budget Management
Cross-Functional Collaboration
Influential Communication
Project Management

Location

New York City

Work Type

Hybrid

Experience Level

Senior Lead