Retail Training & Excellence Lead - North America
About The Position
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. 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.
Requirements
- 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
- Strong command of Microsoft Office, especially PowerPoint and Excel
- Affinity with digital learning tools and mobile learning platforms
- Ability to analyze numerical data, including client experience indicators, and translate insights into concrete action plans
- 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
Nice To Haves
- Knowledge of Teach on Mars, LumApps, or Yoobic is a strong asset
Responsibilities
- Embody the House’s values and standards
- Build trust with in-store teams
- Foster a culture of continuous, constructive learning
- Adapt global training modules to local cultural specificities
- Ensure training content reflects the expectations of luxury clients in China and Singapore
- Lead training sessions and field coaching across four core pillars: The History of Maison 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
- 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
- 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
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
