Head of Retail Experience

The Oldest Fine Leather Goods House in the World
Founded in 1829, Delvaux is a truly Belgian brand. In fact, it was even born before the Kingdom of Belgium, which was only established one year later, in 1830.

Created in Brussels by the innovative Charles Delvaux, la Maison has remained at the forefront of luxury leather goods for nearly two centuries because of its savoir-faire, uncompromising craftsmanship and the outstanding quality of its creations.

Delvaux Video

Founded in Brussels in 1829, Delvaux is the oldest fine leather goods house in the world, crafting and designing without interruption in its workshops since then. As such, Delvaux is a pioneer. Delvaux's oldest workshop is located at l'Arsenal, its Belgian headquarters, where its artisanal expertise is meticulously preserved. Two additional workshops in France continue to drive innovation and excellence in the creation of Delvaux's exceptional pieces. Delvaux is the inventor of the modern handbag, having filed the first-ever leather handbag patent in the world for le \"Princesse\" in 1908. Among its extremely rich archive of over 3,000 designs, Delvaux's emblematic creations include The Brillant (1958), The Tempête (1967), The Pin (1972), The Cool Box and The Lingot Steeped in emblematic addresses around the world, from Paris to London, New York, Milan, Tokyo, Seoul or Beijing, all 60 Delvaux boutiques are different. Official purveyor to the Royal Court of Belgium since 1883, Delvaux has always shared and celebrated Belgian cultural references and values.

We are currently looking for a Head of Retail Experience & Training for a long-term contract .

Your mission :
Part of the International Commercial team, you will report to the Chief Commercial Officer. You are responsible for Retail Experience and learning of the Retail teams worldwide. You will develop and implement several action plans to improve the store experience, while maximizing the Retail teams knowledge to achieve business and image objectives. Your role is to support the business growth and retail activations in close collaboration with the regional teams and the global Client & CRM, E-Comm, VM, Communication, Product and Merchandising departments.
Key responsibilities :
RETAIL EXPERIENCE & VIC MANAGEMENT:

• Your team is responsible for translating the Product, Communication, Commercial & Merchandising strategy into the Launch Plan. You will manage the Retail Activations and coordinate the A&P to optimize Sales & Image impact

• Manage the global retail event calendar & event guidelines in close collaboration with the communication's department to align on image & branding requirements

• Prepare the annual A&P needs for each region to drive the Launch Plan and align with the Head of Client & Business Performance & regional MDs on the KPI & ROI requirements

• Develop the worldwide guidelines of Atmosphere in store and in store Client experience.

• Prepare annual needs in terms of Retail Experience to build Opex budget with Retail Operations team (Packaging, Uniforms, Boutique Materials, Atmosphere, Gifting…)

• Participate in the development of the Retail & Clienteling tools to guarantee a smoot client experience & journey

• Participate in the definition of the client journey & experience requirements per client segment with a dedicated focus on the development of a VIC strategy

• Gifting : define a global gift strategy with Client & CRM Manager and Client & CRM regional managers.

• Packaging and Uniforms : forecast, development of seasonal tools and partner with supplier to deliver a seamless experience for Store Manager procurement.

• Music & Scent in store : sourcing local partner and develop an in-store brand identity.

TRAINING :

• Product, Image, Selling & Storytelling are at the heart of our client experience. You are responsible for creating, developing and supporting the global roll-out of the company's training strategy

• Build a training strategy with all Region Trainers and define KPI and achievement targets

• Develop and creation of the Training collection and technical books : Selling Ceremony, Leather, Know-ledge, Collection, ..

• Understand the Retail teams needs to develop new supports and tools

• Creation of the Masterclass video content : script, objectives, actors and daily organization

• Creation of Morning briefing content to nourish the Retail teams in their daily routine

• Induction day : every 2months, organizing an induction day for Retail or HQ new comers. Organization of the day with different participants.

• Product Launch Plan : consolidate the HQ teams actions in a document to share with Store Managers. In order to create a powerful and 360° launch. Creation of a Product News document who regroups training, CRM, digital, merchandising and communication qualitative information. Collect feedback from regions and share with teams the results.

PROFILE :

• 10 years of experience in the luxury industry

• In-store experience

• Excellent level of English and French (written and spoken)

• Excellent presentation skills and passion for the brand

• Result-driven with analytical and problem-solving skills