Retail Training & Excellence Lead - North America

Job description

POLENE Founded in 2016, the French leather goods brand Polène stands out for its exceptional artisanal craftsmanship, creating timeless pieces with organic designs directly inspired by nature. In a context of strong growth and international expansion, we are structuring our operations in 2026 and surrounding ourselves with top talent to develop deep expertise at every level of our organization. Our distinctly artistic positioning supports the elevation of our handbag and jewelry collections, backed by 800 artisans in our workshops located in Ubrique, Spain. The Polène story can be written with you. Join us and contribute to this adventure as we continue to expand our retail presence and elevate the client experience across North America. THE ROLE As part of the Retail Training & Excellence team and based in New-York, you will report to the Retail Excellence Hub. You will join a stimulating environment within a House undergoing rapid international expansion. In this role, you will support Retail teams across North America in developing their skills, elevating client experience, and driving performance. MISSIONS & RESPONSIBILITIES As a key ambassador of the Retail Training strategy in North America, you will play a central role in transmitting the House’s DNA and supporting operational excellence. Your responsibilities will be structured around five main pillars: 1. CULTURE & ADVOCACY - Embody the House’s values and standards - Build trust with in-store teams - Foster a culture of continuous, constructive learning 2. DESIGN & ADAPTATION - Adapt global training modules to local cultural specificities - Ensure training content reflects the expectations of luxury clients in China and Singapore 3. TRAINING DEPLOYMENT You will lead training sessions and field coaching across four core pillars: - The History of Polène - Product Expertise: leather goods savoir-faire, materials, and collections - The Selling Ceremony: luxury service codes and personalized hospitality - Performance: sales techniques and client loyalty 4. CLIENT EXPERIENCE & FLOOR MANAGEMENT - Monitor client satisfaction indicators, including NPS and Client Experience Evaluation - Contribute actively to the continuous improvement of client experience - Support floor management and client welcome standards - Ensure the onboarding of new talents 5. PERFORMANCE MONITORING - Track retail performance indicators for the stores within your scope - Monitor your own training KPIs - Consolidate these KPIs into monthly and post-training reports - Develop action plans based on performance and training outcomes PROFILE EXPERIENCE & EXPERTISE - Significant experience as a Trainer, ideally 4 to 5 years minimum, within Leather Goods, Jewelry, Fashion, or Beauty - Strong sensitivity to Retail, luxury service, and the world of leather goods - Solid understanding of the luxury market in North America TECHNICAL SKILLS - Strong command of Microsoft Office, especially PowerPoint and Excel - Affinity with digital learning tools and mobile learning platforms - Knowledge of Teach on Mars, LumApps, or Yoobic is a strong asset - Ability to analyze numerical data, including client experience indicators, and translate insights into concrete action plans SOFT SKILLS - Strong interpersonal and leadership skills, with the ability to engage teams, inspire others, and transmit knowledge with passion - Highly organized, autonomous, and detail-oriented - Agile, with the ability to translate a global strategy into effective local execution COMPENSATION & BENEFITS - Competitive salary range $70,000-$85,000. - Monthly ICHRA medical stipend, allowing employees to choose the plan that works best for them. - Dental & vision insurance with employer contributions. - 401(k) plan. - Paid Time Off, including vacation and sick time. - Employee discount on our full range of leather goods and jewelry. - Commuter benefits, for transit (pre-tax, where applicable). - Opportunities for growth within our expanding U.S. retail network. - A supportive, inclusive culture rooted in craftsmanship, creativity, and teamwork. If you’re passionate about luxury leather goods, team leadership, and performance, apply now and help define the next chapter of Polène in North America! Polène is an equal opportunity employer. We are committed to fostering an inclusive, respectful workplace, and do not discriminate on the basis of race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, or any other protected characteristic as defined by law.