Watches & Fine Jewellery Retail Learning Manager, UK Region Location: CHANEL, London Headquarters, UK Reports to: Head of W&FJ Retail Business & Training Director Contract: Full Time, Permanent Your role @CHANEL: You will be responsible for defining, deploying and animating the Learning & Engagement strategy for all Watches & Fine Jewellery selling communities across the UK Region (UK, Ireland & Canada). This role requires you to dynamically move between being on the floor connected to retail staff at all levels, strategic creation and planning. Based in London, you will be the enabling force behind the development of our retail teams’ expertise and client mindset, ensuring every interaction reflects the excellence and emotion of the Maison. You will design and deliver impactful training programmes that empower our people to best connect client to products and services within our ecosystem. As part of the global WFJ education community you will be working in collaboration with the global team to adapt materials to our market needs, with some elements of bespoke design. You will own the training activities and field coaching across UK and Ireland boutiques, while acting as a strategic partner and learning advisor to the Canada WFJ team - guiding them on the learning roadmap, co-developing training modules and ensuring consistency of approach across the Region, without the need for regular physical presence in Canada. As part of the Watches & Fine Jewellery Division within the most creative and inspiring Maison, you will dual report to the WFJ Head of Retail & Training Director, working in collaboration with the other departments of the UK Watches & Fine Jewellery and House of Learning teams, the WFJ Canada team, and key stakeholders in Fashion Division. What impact you can create at Chanel: Learning & Engagement Strategy • Create a clear and compelling WFJ Learning & Engagement strategy for the UK Region (UK, Ireland & Canada), ensuring every market is aligned behind the Brand vision and regional business priorities. • Enable measurable impact on sales performance, client experience and satisfaction, and team engagement by establishing an inspiring, vibrant and memorable annual learning roadmap closely connected to the realities of retail. • Translate global WFJ learning content & priorities into meaningful experiences that develops our retail talent across the Region, preserving Maison standards while responding to local market needs. Development of Selling Communities Design and deliver tailored learning programmes adapted to the distinct needs of our five selling communities: • WFJ Client Advisors: Deep product expertise, advanced selling ceremonies, and high-end clientelling techniques. • Fashion Sales Advisors: Comfort with presenting WFJ products to the Fashion client that support cross-selling opportunities, and styling the perfect outfits. • WFJ Ambassadors within Fashion teams: Enhanced WFJ knowledge, acting as a reference for their peers. • WFJ Boutique Directors: Strategic coaching on team development, learning culture activation, and performance development through continuous learning. • Wholesale Partners: Tailored WFJ product training and brand immersion programmes ensuring consistency of the CHANEL experience across wholesale points of sale. Retail Client Journey Excellence • Embed the capability to deliver service excellence standards specific to the WFJ universe, creating a consistently elevated and emotionally engaging experience in every boutique from welcome to farewell and beyond, with consistency, elegance and emotional intelligence. • Use client feedback, mystery shopping results and qualitative observations to create a culture of continuous refinement and elevation of the client journey. • Embed a genuine WFJ clientelling mindset across all selling communities, enabling teams to move beyond transactional selling and build lasting, meaningful client relationships through thoughtful discovery, personalised follow-up and considered relationship management. Encourage curiosity that enriches client conversations and connects WFJ to broader worlds of art, travel, lifestyle and culture. Care Programme • Embed the CHANEL Care philosophy across all boutiques, ensuring teams understand and position Care as an essential expression of the Maison’s long-term relationship with the client. • Use Care-related KPIs and client feedback to strengthen service quality, identify opportunities for improvement and celebrate progress across the Region. Coaching & Field Accompaniment • Reinforce learning directly in real boutique situations, turning client interactions into practical coaching moments. • Be recognised by Boutique Directors as a trusted partner on team learning and engagement, helping them translate priorities into daily leadership habits and career development for our people. • Create a continuous feedback culture that improves performance in the moment. Regional Scope: Canada Strategic Accompaniment • Act as the strategic learning partner for the Canada WFJ team, bringing clarity, consistency and direction to the local learning roadmap while respecting market specificities and local nuances. • Build local learning capability and ensure any periodic travel to Canada is focused on priority moments of impact, such as collection launches, key events or boutique openings. What you will bring to the role: • Proven expertise in retail learning or training within a luxury industry, ideally in Watches & Fine Jewellery or a similarly demanding luxury universe where technicality and emotion intersect. • A natural coach and inspiring facilitator, with the ability to engage and energise diverse audiences at every level. • Drive an open & constructive feedback culture. • Strong strategic mindset combined with a hands-on approach to delivery. • Excellent knowledge of clientelling techniques, luxury service standards, and retail client journey best practices. • Ability to manage and in