At a glance
As the Senior Lead Retail Training Americas, you will define and drive the sales and service culture across the region, transforming how we interact with customers to deliver premium "wow" moments. In this position, you will be responsible for elevating our sales performance through continuous coaching, ensuring that every store in your region operates with the highest service standard to advocate the premium brand vision.
You will deliver a diverse and hybrid model of training, actively shaping and defining how On expands its retail stores globally. Ultimately, you will bridge the gap between global training strategy and regional execution, delivering innovative and exciting learning focused on Onboarding, Sales and Service, Product Knowledge, Clienteling and Omnichannel Strategy, and Leadership Development to our retail teams across the Americas Region.
Your team
You will be based out of On’s New York City office and will oversee the training strategy for the Americas region, including the East Coast, West Coast, Central, and Brazil areas, along with any new markets that are part of On’s regional expansion.
As a leader, you are responsible for sharing knowledge and learnings, and driving continuous improvement across the region through innovative means. You will leverage influential communication to build strong connections and achieve buy-in across a wide network of peers and leaders. You will lead and coordinate a regional team of trainers, providing them with coaching, clear priority setting, and quality assurance, while serving as a trusted advisor to regional retail leadership and reporting directly to Global Retail Training.
Your Mission
- Sales & Service Strategy: Localize global service standards into actionable, sales behaviors. You will leverage our team's skills and capabilities within On’s premium standards and clienteling mindset, ensuring consistency across the region and teams.
- Coaching & Development: Close the "Coaching Gap" across the region. You will implement a robust coaching cadence that starts with Lead Advisors and extends to Store Leaders, ensuring a clear focus on coaching behaviors that drive commercial results.
- Business Acumen: Partner with the Head of Retail and Operations to assess regional performance gaps using store KPIs. You will translate these metrics into agile, bite-sized training interventions that store teams can deploy immediately to improve conversion, average basket size, and customer retention.
- Strategic Regional Alignment: Act as the primary bridge between global training strategy and regional execution. You will localize global service standards and onboarding programs to fit the cultural and business nuances across the region, focusing heavily on transitioning to a premium, customer-centric mindset.
- Team Leadership & Development: Lead and develop area trainers through onboarding and coaching. You will directly oversee the US East Coast while coordinating and supporting training resources across all other areas within the region.
- Partner & Distributor Support: Support retail partners and distributor-led stores by connecting with their training teams and delivering a Train-the-Trainer (TTT) model. You will ensure consistent alignment with premium brand service standards and proactively manage any gaps.
- Regional Roll-outs & Market Growth: Lead the regional roll-out of high-impact training initiatives, including omnichannel selling behaviors, advanced sales competencies, CRM/clienteling customer loyalty programs, and leadership development. You will establish training frameworks tailored to successfully opening new markets while driving efficiency and performance within mature markets.
- Complex Problem Solving & Structure: Comfortably navigate new, complex problems across stores and areas to identify underlying issues and root causes. You will skillfully balance an entrepreneurial, innovative approach with the necessary operational structure and routines required for long-term regional success.
- Advisory & Performance Metrics: Partner with regional leadership (Head of Retail, HR, Ops) to assess competency gaps. You will use regional key performance indicators (KPIs) to refine training strategies, maximize business impact, and report regional results back to global headquarters.
- Budget Management: Take full responsibility for the regional training budget, managing allocations effectively for localization efforts, travel, and expenses.
- Cross-Functional Collaboration: Partner with Customer Service, Commercial, VM, Merchandising, and Talent to unify training content across channels for efficient, fast, and cohesive regional roll-outs.
Your Story:
- 8+ years of experience in retail training, with a proven track record of managing regional training strategies alongside leading, onboarding, and coaching teams of field/area trainers.
- Proven capability in people leadership and development, with a history of setting clear priorities, providing quality assurance, and supporting colleagues to drive continuous improvement.
- Highly comfortable making complex decisions independently and remaining productive under pressure, even when a predefined path or strategy is not available.
- Demonstrated ability to balance entrepreneurial innovation with operational efficiency, challenging the status quo to champion premium new approaches.
- Excellent influential communication skills, with a proven ability to build strong relationships across diverse backgrounds, navigate complex social dynamics, and successfully build cross-functional consensus.
- Proactive and growth-oriented mindset, showing a willingness to take calculated risks and step outside your comfort zone to drive regional success.
- Demonstrated ability to build coaching cultures, ensuring you don’t just train content, but actively develop people’s ability to lead and motivate others.
- Exceptional ability to navigate matrixed organizations, influencing retail leaders to prioritize coaching despite the daily pressures of running a busy floor.
- Excellent project management skills with the ability to drive complex, end-to-end regional initiatives.
- Strong ability to adjust messaging and delivery for different audiences and cultural learning styles.
- Ability to travel up to 60% of the time across the Americas region with occasional travel to other regions and Global Headquarters (Zurich).
- Fluency in additional regional languages such as Spanish and Portuguese is highly advantageous.
