Chanel Retail Learning Manager

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Define, deploy and animate the Watches & Fine Jewellery Learning & Engagement strategy across the UK Region: the UK, Ireland and Canada, aligning markets with the Brand vision and regional business priorities.
• Establish an annual learning roadmap connected to retail realities and designed to measurably improve sales performance, client experience and satisfaction, and team engagement.
• Adapt global learning content and priorities into meaningful regional experiences that preserve Maison standards and respond to local market needs; design bespoke materials where needed.
• Design and deliver tailored learning programmes for WFJ Client Advisors, Fashion Sales Advisors, WFJ Ambassadors within Fashion teams, WFJ Boutique Directors and wholesale partners.
• Develop Client Advisors’ product expertise, advanced selling ceremonies and high-end clientelling techniques; equip Fashion Sales Advisors to present WFJ products, support cross-selling and style outfits; enhance WFJ Ambassadors’ knowledge; coach Boutique Directors on team development, learning culture and performance; and deliver product training and brand immersion for wholesale partners.
• Embed WFJ service excellence standards throughout the client journey, from welcome to farewell and beyond, ensuring an elevated, emotionally engaging and consistent boutique experience.
• Use client feedback, mystery shopping results and qualitative observations to refine the client journey continuously.
• Embed a WFJ clientelling mindset across selling communities, encouraging thoughtful discovery, personalised follow-up and considered relationship management that build lasting client relationships and connect WFJ with art, travel, lifestyle and culture.
• Embed the CHANEL Care philosophy across boutiques, positioning Care as an expression of the Maison’s long-term client relationships; use Care-related KPIs and client feedback to improve service quality and recognise progress.
• Reinforce learning through in-boutique coaching, turning client interactions into practical learning moments.
• Partner with Boutique Directors to translate learning priorities into daily leadership habits, team engagement and career development, and foster a continuous feedback culture that improves performance in the moment.
• Act as the strategic learning partner to the Canada WFJ team, guiding its learning roadmap, co-developing modules, building local learning capability and ensuring regional consistency while respecting local specificities.
• Focus periodic travel to Canada on priority moments such as collection launches, key events and boutique openings; regular physical presence in Canada is not required.
• Collaborate with the global WFJ education community, UK Watches & Fine Jewellery and House of Learning teams, the WFJ Canada team, and Fashion Division stakeholders.

Qualifications

• Proven expertise in retail learning or training within a luxury industry, ideally in Watches & Fine Jewellery or a similarly demanding luxury environment where technicality and emotion intersect.
• A natural coach and inspiring facilitator, able to engage and energise diverse audiences at every level.
• Ability to foster an open and 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, including the ability to create compelling training content and storytelling.
• Proficiency in 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.

Skills

Benefits

Eligibility-dependent benefits include private medical insurance covering pre-existing conditions, the option to add family members, an online GP app with 24/7 appointments available within 24 hours, Cycle Scheme participation, pension, life assurance, retail discounts, employee assistance programmes and other support lines, wellbeing platforms, arts and culture ticket discounts at major London attractions, CHANEL product discounts and employee-only sales, and a service awards programme offering CHANEL products, retail vouchers and additional holidays at milestones. Benefits are subject to change.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.