Coordinator - training development

The Team:

The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high-touch service.

The Opportunity:

As the Temporary Coordinator – CRC Training & Development, you will be responsible for supporting the organizing and delivery of a wide range of curricula to support the success and long-term development of CRC team members. Your primary mission will be to support the CRC Training Specialist with onboarding, training and coaching of CRC team members. Typical training topics include Hermès service standards, product expertise, and CRC systems, with the goal of enhancing the overall client experience. Through classroom and virtual facilitation, coaching relationships, team meeting workshops, and the development of training resources, in this role you will serve as the bridge that unites CRC team members with the knowledge and skills needed for them to succeed. The ideal candidate is a community builder, who enjoys learning and is passionate about developing others.

This role is based in the E59 New York, NY Corporate Office. This role reports directly to the Director of Client Relations with dotted line functional reporting to Specialist – Client Relations Center Training & Development.

About the Role:

• Assist in implementing and designing instructionally-sound trainings that consistently raise the level of performance and engagement of CRC employees.
• Support the coordination and delivery of successful onboarding for new hires. Facilitate portions of CRC onboarding curriculum, systems trainings, service standards, and product knowledge story-telling.
• Partner with the CRC Training Specialist to assess learning progress and identify performance-based training opportunities.
• Update and maintain training documentation as directed.
• Lead and support small-group sessions and create engaging workshops on relevant topics. Shadow CRC team to reinforce key training topics.
• Support additional projects as needed such as preparing weekly and/or monthly recaps of training initiatives, successes and opportunities.
• Track, report, and evaluate training programs for participation; make recommendations for new solutions and to improve existing offerings.
• Support with delivery of important announcements through verbal and written communication including via Teams, email and weekly newsletter. All other duties assigned by supervisor(s)
  

Supervisory Responsibility:

Budget Responsibility:

Decision Making Responsibility:

About You:

• Previous experience in training and development through a junior-level role, internship, or other relevant capacity
• Proven ability to train, coach, and inspire peers
• Strong communication and facilitation skills
• Ability to adapt quickly and support multiple priorities in a dynamic environment
• Familiarity with call center and corporate training environment
• Self-starter with the ability to work independently and as an active team player Technologically adept and eager to learn and introduce new systems and efficiencies
  

This temporary position will be paid an hourly rate of US $23.00.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Company Overview:

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès’ success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that’s at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films “Footsteps Across the World” available on our website. Link here .

Our Commitment:

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [email protected]. Please do not submit resumes or applications to this email address.