Retail Learning Coach

Retail Learning Coach– North America

The Retail Learning Coach - North America partners with store directors, market vice president, and
market sales directors to drive sales performance, elevate the client experience, and strengthen
leadership and selling capabilities across a designated group of retail locations. This role leads
performance-based coaching initiatives that translate learning programs into measurable on-the-job
behaviors and business results. The Retail Learning Coach reports to the market Retail Learning
Manager and works directly with client advisors, team managers, and store leaders to reinforce brand
standards, identify development opportunities, improve key performance indicators, and support
onboarding. Success in this role requires a strong background in luxury retail, proven coaching
expertise, the ability to influence leaders at multiple levels, and a passion for developing high-
performing teams.
The Retail Learning Coach - North America, must be able to think strategically while also being hands-
on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients,
people, and brand desirability. They will be open and approachable and will work with both the
central team and the local teams in a transparent, united and mutually supportive manner. They must
model and champion our core belief; People Make the Difference and our values; Be Creative &
Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit.”

Key Responsibilities 

• Use business performance metrics to identify coaching opportunities and develop the
coaching strategy for the designated group of retail locations.
• Monitor and create coaching plans to improve key performance indicators including
sales, average unit retail (AUR), conversion, clienteling activity, appointment-driven
business, mystery shop results, and net promotor score (NPS).
• Develop and support 30-60-90-day coaching plans for employees requiring additional
development.
• Monitor coaching plan progress weekly and monthly vs. targeted performance metrics
and adjust coaching strategies based on results.
• Ensure learning programs are effectively applied and sustained in day-to-day store selling
behaviors, client experience, and client development.
• Conduct needs assessments using business results, performance data, in-store
observations, and stakeholder feedback.
• Identify learning/skill gaps and develop targeted coaching and learning action plans.
• Design and facilitate sales-floor micro-learnings and skill-building exercises as aligned
with Tiffany & Co. North America Retail Excellence.
• Support adoption and grow engagement of the digital e-learning platform, Tiffany
Wonder.
• Partner with store leadership to execute structured onboarding plans and development
milestones.
• Monitor onboarding progress and ensure completion of required learning activities.
Deliver in-the-moment coaching and feedback to client advisors and leaders on the sales
floor.
• Observe employee interactions and provide actionable feedback that drives measurable
performance improvement.
• Coach to client experience, client development and relationship-building, selling skills,
and leadership behaviors.
• Align with store director and team manager on post-store visit action steps and follow-up
before the coach’s next visit.
Support onboarding and assimilation of new retail employees.
• Ensure new hires understand and consistently apply client experience and selling
standards.
• Collaborate with store, market, and corporate partners to align coaching priorities with
business objectives.
• Share observations, performance trends, and learning needs with leadership teams.
• Approach coaching with curiosity and optimism. Recognizing the positive contributions
and progress when exhibited.
• Motivate and inspire the team to strive for excellence and reach their potential through
consistent daily behaviors.
• Strengthen leaders' coaching capabilities by observing one-on-one client advisor
monthly meetings and providing feedback on their development conversations and
coaching practices.
• Partner with store directors and team managers to create and execute individualized
development and performance improvement plans.
• Model a coaching approach that recognizes achievements, reinforces positive behaviors,
and promotes continuous improvement.
• Participate in training initiatives and collaborate with the global and central learning
team, as well as the market retail learning manager, to ensure successful reinforcement of
training program objectives.
• Influence leaders to adopt coaching strategies that improve employee performance,
client experience, and business results.
• Support a culture of accountability, learning, and continuous development.

Your Profile (Qualifications)

• 5-8 years of experience in luxury retail sales leadership and people management (example: Team
Manager, Store Director, Multi-site / Market Business Partners)
• Passion for luxury retail environments; jewelry / watch expertise is a plus
• Proven track record in sales, developing client relationships, leading teams, and performance-based
coaching
• Inspiring and trusted leader, able to guide, empower and support teams
• Demonstrated success improving sales performance and developing employees through coaching.
• Proven experience analyzing retail performance metrics and translating insights into development
actions.
• Strong coaching, facilitation, and adult learning capabilities.
• Deep understanding of retail selling behaviors, luxury client experience standards, and relationship -
based selling.
• Ability to assess performance gaps and implement effective development solutions.
• Strong communication, presentation, and influencing skills.
• Ability to build trust and credibility with frontline employees and leaders.
• Excellent organizational, planning, and follow-through skills.
• Strong interpersonal skills, active listening, and ability to deliver constructive feedback.
• Proficiency with Microsoft Office applications and business reporting tools.
• Experience supporting multi-store markets.
• Ability to travel regularly among assigned stores, including overnight travel up to 50% of the time.