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Customer Care Training Coordinator- FTC

Training Coordinator
YOOX NET-A-PORTER GROUP is the world's leading online luxury fashion retailer. The Group is the result of a game-changing merger which brought together YOOX GROUP and THE NET-A-PORTER GROUP, two companies that revolutionized the luxury fashion industry since their birth in 2000.
YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering covering all luxury fashion customer segments, through its multi-brand in-season online stores NET-A-PORTER.COM, MR PORTER.COM, THECORNER.COM, SHOESCRIBE.COM, its multi-brand off-season online stores YOOX.COM and THE OUTNET.COM, and its numerous online flagship stores, all Powered by YOOX NET-A-PORTER GROUP.
ROLE AIM:
Implementation of the Customer Care Training Calendar and syllabus according to business requirements and resources. Project management of ongoing training programs and responsibility for measuring and presenting the impact on customer experience and the Customer Care skill base.
KEY RESPONSIBILITIES:
Implementation of training calendar ? scheduling participants, communication with stakeholders, organising venues, sourcing and creating materials, ensuring IT set up and collecting feedback surveys for all learning commitments across the year
Training infrastructure ? maintain clear training attendance records, ensure all materials and content are up to date, provide communications to the wider business on training initiatives
Measure ROI ? create, maintain and report on all surveys and stats that demonstrate the impact of training on the customer experience
Recruitment? in partnership the recruitment team, contribute towards the facilitation of recruitment assessment days
On-boarding new starters ? project manage the journey of a new starter in collaboration with other departments to ensure all requirements for their training are in place ready for their first day
External brands ? build relationships with external brand partners to deliver a program of specialist product training
Critical path for evolving training initiatives ? manage timescales and contributors to deliver according to deadlines
Efficiency - proactively seek out new opportunities to increase efficiency in training operations and strategy
Expert point of contact - for all training needs and queries from the wider business
Informed - about business and industry developments through your own initiative
Flexibility - at times you may also need to work a flexible shift pattern to match the needs of the business, including weekends. This is essential to ensure consistency of training and capability across the Customer Care Team and consistency of customer experience
PROFESSIONAL BEHAVIOURS:
Analysis ? sharp critical thinker and logical decision maker
Meeting deadlines ? you thrive under pressure and delivers using strict time management
Communication - engaging presentation and public speaking skills
Success focused ? creative problem solver who can overcome obstacles to achieve the end goal
Leader by example ? with an infectious positive attitude you wholeheartedly endorse YNAP values and business priorities, applying discretion where required
Customer champion ? you always put the customer first and relentlessly encourage those around you to do the same
Strives for continuous improvement ? in each aspect of your role, you look for the opportunity to optimise the training message and outcome
Net-A-Perks:
Here are just a few of the amazing perks you will receive as an employee at the YOOX NET-A-PORTER Group:
Our famous Staff discount
Exclusive staff sales
Season ticket loan or cycle to work scheme
Matched contribution pension
Multi-purpose insurance
Eye-care vouchers
To Apply:
From the moment you walk through our doors and join the YOOX NET-A-PORTER team we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV
YOOX NET-A-PORTER GROUP is an equal opportunities employer, if you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
For further information: www.ynap.com - LinkedIn: YOOX NET-A-PORTER GROUP - Twitter: @YNAP

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