Specialist, Education Knowledge Management

CHANEL•Fort Washington, MD

1d•Hybrid

About The Position

At CHANEL, Client Care plays a critical role in delivering a personalized, elevated luxury experience at scale. The Education & Knowledge Specialist is a foundational, highly hands-on position focused on directly creating, executing, and delivering core education, onboarding, and knowledge frameworks that drive advisor readiness, consistency, and long-term scalability. This individual contributor role is ideal for someone who thrives on being deeply involved in every stage of education and knowledge initiatives—not just designing at a high level, but actively building, facilitating, and executing programs in real time. You will evolve and implement learning and knowledge infrastructure for Client Care, bringing clarity and sustainability across teams. This position will lay the groundwork for future training programs and set steady state ownership once the foundation is established. You will personally ensure a successful rollout and maintain lasting impact.

Requirements

Experience designing and implementing education, onboarding, or learning frameworks in a service‑driven or client‑facing environment
Strong understanding of knowledge management principles, including content governance, ownership, and sustainability
Proven ability to create repeatable processes that scale with the organization
Experience enabling train‑the‑trainer models and developing frontline leaders as effective educators
Demonstrated experience in live facilitation, with the ability to command a room, energize participants, and adjust your style to meet learners where they are.
Strong stakeholder management skills, with the ability to partner across Digital, Retail, Operations, and Client Care
Excellent communication and change‑management skills, with a pragmatic and solutions‑oriented mindset
Agility, curiosity, and a growth mindset—embracing new ideas, adapting quickly to change, and seeking out innovative ways to improve learning and knowledge outcomes
Role requires a minimum of three days in-person office presence at the designated location in Piscataway, NJ.
Ability to travel to boutiques and onsite call center locations as required.
Hands-on engagement with Client Care advisors and operations.
Expectation of regular in-person and virtual training delivery, with direct responsibility for onboarding and ongoing education of new and tenured advisors.

Nice To Haves

1–2 years of experience in the luxury industry preferred, with direct experience in coordinating education or knowledge management programs.

Responsibilities

Evolve and implement the core education and onboarding framework for Client Care, ensuring new and existing advisors are set up for success from day one
Refine a foundational learning model that supports advisor readiness, operational excellence, and future scalability
Directly create and maintain knowledge resources.
Design, build, and personally deliver a knowledge management framework where knowledge ownership is shared across teams and kept current through clear governance.
Partner closely within the Client Care team to ensure all education and knowledge content is accurate, aligned, and reflective of the CHANEL client experience
Create a repeatable, sustainable process for ongoing and future trainings.
Ensure all education, onboarding, and knowledge structures are designed for long‑term success, scalability, and operational sustainability
Enable a train‑the‑trainer model by equipping Team Leads with the tools, content, and capabilities to deliver effective training.
Remain directly involved in the delivery of core and advanced education programs.
Serve as the primary facilitator and voice for both onboarding and continuing education, using your energy and passion to engage, inspire, and motivate learners at every stage of development.
Building something from the ground up and creating structure for a growing team
Delivering live and virtual training in an engaging, impactful, and brand-driven way, ensuring every session is dynamic and memorable
Translating complex information into clear, engaging, and actionable learning experiences
Designing systems that balance consistency with flexibility across teams
Partnering cross‑functionally to align content, priorities, and ways of working
Empowering leaders and teams through enablement rather than dependency
Thinking beyond “training” to create holistic education and knowledge ecosystems
Bringing enthusiasm, presence, and storytelling to the training room to inspire connection and understanding among diverse audiences.

Benefits

Wellbeing resources include dedicated paid time off for wellbeing: 2-week August Office Closure and a Wellbeing fund
Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
Generous paid time off policies to include vacation, holiday, sick and volunteer days
401K and other incentives
Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
Employee Resource Groups in the US
Time off annually to volunteer through CHANEL Community
CHANEL also matches employee donations to select charitable organizations
Wellbeing programmes
Learning and development opportunities
Parental leave for all parents globally