Watches & Fine Jewellery Retail Learning Manager, UK Region
Location: CHANEL, London Headquarters, UK
Reports to: Head of W&FJ Retail Business & Training Director
Contract: Full Time, Permanent
Your role @CHANEL:
You will be responsible for defining, deploying and animating the Learning & Engagement strategy for all Watches & Fine Jewellery selling communities across the UK Region (UK, Ireland & Canada). This role requires you to dynamically move between being on the floor connected to retail staff at all levels, strategic creation and planning.
Based in London, you will be the enabling force behind the development of our retail teams’ expertise and client mindset, ensuring every interaction reflects the excellence and emotion of the Maison. You will design and deliver impactful training programmes that empower our people to best connect client to products and services within our ecosystem. As part of the global WFJ education community you will be working in collaboration with the global team to adapt materials to our market needs, with some elements of bespoke design.
You will own the training activities and field coaching across UK and Ireland boutiques, while acting as a strategic partner and learning advisor to the Canada WFJ team - guiding them on the learning roadmap, co-developing training modules and ensuring consistency of approach across the Region, without the need for regular physical presence in Canada.
As part of the Watches & Fine Jewellery Division within the most creative and inspiring Maison, you will dual report to the WFJ Head of Retail & Training Director, working in collaboration with the other departments of the UK Watches & Fine Jewellery and House of Learning teams, the WFJ Canada team, and key stakeholders in Fashion Division.
What impact you can create at Chanel:
Learning & Engagement Strategy
- Create a clear and compelling WFJ Learning & Engagement strategy for the UK Region (UK, Ireland & Canada), ensuring every market is aligned behind the Brand vision and regional business priorities.
- Enable measurable impact on sales performance, client experience and satisfaction, and team engagement by establishing an inspiring, vibrant and memorable annual learning roadmap closely connected to the realities of retail.
- Translate global WFJ learning content & priorities into meaningful experiences that develops our retail talent across the Region, preserving Maison standards while responding to local market needs.
Development of Selling Communities
Design and deliver tailored learning programmes adapted to the distinct needs of our five selling communities:
- WFJ Client Advisors: Deep product expertise, advanced selling ceremonies, and high-end clientelling techniques.
- Fashion Sales Advisors: Comfort with presenting WFJ products to the Fashion client that support cross-selling opportunities, and styling the perfect outfits.
- WFJ Ambassadors within Fashion teams: Enhanced WFJ knowledge, acting as a reference for their peers.
- WFJ Boutique Directors: Strategic coaching on team development, learning culture activation, and performance development through continuous learning.
- Wholesale Partners: Tailored WFJ product training and brand immersion programmes ensuring consistency of the CHANEL experience across wholesale points of sale.
Retail Client Journey Excellence
- Embed the capability to deliver service excellence standards specific to the WFJ universe, creating a consistently elevated and emotionally engaging experience in every boutique from welcome to farewell and beyond, with consistency, elegance and emotional intelligence.
- Use client feedback, mystery shopping results and qualitative observations to create a culture of continuous refinement and elevation of the client journey.
- Embed a genuine WFJ clientelling mindset across all selling communities, enabling teams to move beyond transactional selling and build lasting, meaningful client relationships through thoughtful discovery, personalised follow-up and considered relationship management. Encourage curiosity that enriches client conversations and connects WFJ to broader worlds of art, travel, lifestyle and culture.
Care Programme
- Embed the CHANEL Care philosophy across all boutiques, ensuring teams understand and position Care as an essential expression of the Maison’s long-term relationship with the client.
- Use Care-related KPIs and client feedback to strengthen service quality, identify opportunities for improvement and celebrate progress across the Region.
Coaching & Field Accompaniment
- Reinforce learning directly in real boutique situations, turning client interactions into practical coaching moments.
- Be recognised by Boutique Directors as a trusted partner on team learning and engagement, helping them translate priorities into daily leadership habits and career development for our people.
- Create a continuous feedback culture that improves performance in the moment.
Regional Scope: Canada Strategic Accompaniment
- Act as the strategic learning partner for the Canada WFJ team, bringing clarity, consistency and direction to the local learning roadmap while respecting market specificities and local nuances.
- Build local learning capability and ensure any periodic travel to Canada is focused on priority moments of impact, such as collection launches, key events or boutique openings.
What you will bring to the role:
- Proven expertise in retail learning or training within a luxury industry, ideally in Watches & Fine Jewellery or a similarly demanding luxury universe where technicality and emotion intersect.
- A natural coach and inspiring facilitator, with the ability to engage and energise diverse audiences at every level.
- Drive an open & constructive feedback culture.
- Strong strategic mindset combined with a hands-on approach to delivery.
- Excellent knowledge of clientelling techniques, luxury service standards, and retail client journey best practices.
- Ability to manage and influence stakeholders across multiple markets, with proven experience in remote team collaboration and cross-cultural communication.
- Strong communication and presentation skills, with the ability to create compelling training content and storytelling.
- Proficiency in both in-person and digital training delivery methods.
- Agile, organised, and capable of managing multiple projects simultaneously.
- Understanding of UK, Ireland and Canada market dynamics and specificities.
- Excellent knowledge of PowerPoint and digital learning tools
You are energised by:
- Being the steward of learning excellence and client culture for the WFJ universe at Chanel UK Region.
- Empowering people. Facilitating our people’s growth in confidence, knowledge, and client impact through your coaching.
- Leading and collaborating with diverse teams across markets, cultures, and organisational levels.
- Thinking innovatively about how people learn, designing fresh and inspiring experiences that go beyond traditional training formats.
- Being agile, flexible, and comfortable navigating ambiguity in a fast-paced, evolving environment.
- Spending time on the shop floor, connecting with teams, observing client interactions, and turning everyday moments into learning opportunities.
- Influencing mindsets and behaviours - creating lasting cultural shifts.
What you would gain from this experience:
- A unique opportunity to shape the learning culture and client excellence of the WFJ UK Region .
- Constant evolution of capability and professional growth within a dynamic environment.
- Exposure to new products, design, craftsmanship, and inspirations within the world of Watches & Fine Jewellery.
- A culture that embraces the uniqueness of the individual.
- A business environment that appreciates an enterprising spirit, and liberates our people to increase the value they contribute to the company.
Benefits at CHANEL:
Our employee benefits have been created to support you across your professional and personal life by offering you:
- Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
- Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
- Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
- Platforms: Multiple Platforms to support across Wellbeing
- Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
- Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
*Benefits are eligibility dependent and subject to change at any time
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
