Retail Training & Excellence Lead – North America

About the role

Polène is seeking a Retail Training & Excellence Lead to join its growing North American team. Based in New York, you will work closely with the Retail Excellence Hub to elevate client experience, develop store talent, and drive performance across the brand’s retail network.

Key responsibilities

• Act as the ambassador of Polène’s training strategy, embedding the House’s DNA and luxury standards in every store.
• Adapt global training modules to local cultural nuances, ensuring relevance for North American teams.
• Design and deliver training sessions and on‑site coaching covering brand history, product expertise, luxury service rituals, and sales techniques.
• Monitor client satisfaction metrics (NPS, client experience evaluations) and contribute to continuous improvement initiatives.
• Track retail performance indicators, compile training KPIs, and produce monthly reports with actionable recommendations.

Required profile

• 4‑5 years of experience as a trainer in leather goods, jewelry, fashion or beauty.
• Strong sensitivity to luxury retail service and deep understanding of the North American luxury market.
• Proven ability to build trust with store teams and foster a culture of continuous learning.

Required skills

• Advanced proficiency in Microsoft PowerPoint and Excel.
• Experience with digital learning platforms and mobile learning tools.
• Knowledge of Teach on Mars, LumApps (or similar learning management systems).