Our team is growing!
We are seeking a Retail Training Manager to join our team in China!
This is a fantastic opportunity for a driven professional to take on a leadership role within a dynamic and fast-paced organization supporting the growth of the Academy practice within the APAC region.
Who We Are
Founded in 2006, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 250 professionals from around the world, working together to serve more than 230 luxury clients.
At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.
What you will be doing:
You will serve as a right hand to the Academy EVP as well as the Regional VP and her deputy. Our Shanghai office office hosts a team of Customer Success managing projects for Mainland China. Your role will be to oversee Academy projects for Greater China, Korea, Japan as well as support SEA region. You will have the responsibility of a defined portfolio of clients, together with a team of 3 Customer Success Managers who will be under your management.
The APAC Retail Training Manager is responsible for managing the local Academy team, for developing and maintaining a portfolio of premium and luxury brands as clients, overlooking the delivery of Academy project in the region, ensuring operating margin requirements are met. It also includes monitoring Academy performance on a monthly basis and attending business reviews.
The position reports into the Academy Executive Vice President.
1- Team Management & Environment:
- Animate the overall APAC Academy team routines: regular meetings, working sessions, training or coaching when needed
- Directly manage the Academy Greater China Team
- Ensure a positive and motivating work environment for the team by setting yearly objectives, monitoring progress and doing Year-End Reviews)
- Develop the Customer Success team competencies to promote a consultative, solution-oriented mindset
- Accelerate the team's professional capability & development through mentoring, and cross-regional project case integration and sharing
- Ensure effective resource allocation
- Work within a highly collaborative matrix environment, building strong partnerships with regional CS teams, global Academy stakeholders, and cross-functional teams to ensure unified delivery and client satisfaction.
- Monitor the Academy APAC revenue performance, forecasts as well as provide a clear reporting to EVP
- Ensure the success of onboarding new team members
- Supervise general admin topics: recruitment, commission, etc…
- Foster a sense of partnership with the Greater China entire CS community
2- Client Management
- Ensure that your teams create value for the clients we partner with
- Advise our clients on our Academy solutions and ideally other group ones
- Promote the Academy externally and actively
- Drive proactive business development to grow Academy revenue in the allocated region, including opportunity spotting, proposal initiation, and active pipeline follow-up.
- Collaborate with other CXG practices to build integrated commercial proposals and promote cross-selling.
- Support regional VP to grow Academy business with existing Group clients
- Contribute to pitch and build multi-practices proposal
- Nurture existing Academy clients by maintaining commercial relations in-between projects
- Develop and nurture our brand awareness on the local market through networking events and white papers from our local exports
- Ensure the highest level of customer satisfaction by monitoring Client Feedback evaluation
- Actively participate in quarterly commercial planning with the Deputy VP and RVP to secure and expand key accounts.
3- Project Management & Delivery
- Oversee Academy projects’ execution, ensuring timely and high-quality delivery (from discovery call, proposal building, kick off , project management and final delivery)
- Guarantee a minimum contribution margin on each project with a mandatory project p&l for any new proposal
- Directly manage delivery of local or regional projects in Greater China, Japan and Korea
- Oversee and support with the team the delivery of Global projects in the region
- Support SEA market by providing resources
- Ensure communication and partnership with the Academy team members as well as with all other regional offices
- Work closely with the Measurement, Customer Insights, Consulting and Operations teams to ensure seamless project coordination and multi-practice alignment in regional and global projects
- Update Proposal tracker to ensure constant monitoring of loss opportunities
- Develop and manage a qualitative network of consultants with strong retail luxury background as well as new skills and expertise
