Senior Manager Training

Purpose & Overall Relevance for the Organization:

This role is under digital operation team, which is responsible to serve consumers across platforms, including Tmall, JD, PDD, Douyin, Red and .com ecosystem. The candidate will be brand ambassador to deliver brand value and heritage, helping the frontline to provide better customer experience. Meanwhile, pioneer AI simulation mechdology to facilitate training, and responsible to ensure user-friendly  communication across platforms. 

Key Responsibilities:

• Develop monthly/Quarterly/Yearly training plans aligned with focus assortment, by differentiating store lead product prioritization. 

• Participate in workflow discussions to continuously improve service excellence and operational efficiency.

• Conduct Training the Trainer (TTT) sessions for outsourced vendors to ensure high-quality delivery in product knowledge, sales skills, soft skills and store operations.

• Set new-hire /on-job training and training team KPI and track the performance.

• Leverage AI technologies and collaborate with external vendors to optimize training tools and streamline CS processes.

• Establish and maintain a comprehensive, accurate CS knowledge base by verifying sources and collaborating with cross-functional teams.

Key Relationships:

• Digital Ops team

• Digital store leads/marketing/trading and buying

• 3rd Customer Service Vendor; 

• TP/DP – TM/JD/PDD/Douyin; 

• Legal/CSD

Knowledge, Skills and Abilities:

• Bachelor’s degree or above.

• 8+ years of training experience, including third-party vendor management.

• Strong training delivery and creative courseware development skills.

• Excellent communication skills; 

• Proficient in training tools, including PowerPoint and video editing.

• Team management experience is a plus.