Our team is growing!

We are seeking a Retail Training Manager to join our team in China!

This is a fantastic opportunity for a driven professional to take on a leadership role within a dynamic and fast-paced organization supporting the growth of the Academy practice within the APAC region.

Who We Are

Founded in 2006, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 250 professionals from around the world, working together to serve more than 230 luxury clients.

At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.

What you will be doing:

You will serve as a right hand to the Academy EVP as well as the Regional VP and her deputy. Our Shanghai office office hosts a team of Customer Success managing projects for Mainland China. Your role will be to oversee Academy projects for Greater China, Korea, Japan as well as support SEA region. You will have the responsibility of a defined portfolio of clients, together with a team of 3 Customer Success Managers who will be under your management.

The APAC Retail Training Manager is responsible for managing the local Academy team, for developing and maintaining a portfolio of premium and luxury brands as clients, overlooking the delivery of Academy project in the region, ensuring operating margin requirements are met. It also includes monitoring Academy performance on a monthly basis and attending business reviews.

The position reports into the Academy Executive Vice President.

1- Team Management & Environment:

Animate the overall APAC Academy team routines: regular meetings, working sessions, training or coaching when neededDirectly manage the Academy Greater China TeamEnsure a positive and motivating work environment for the team by setting yearly objectives, monitoring progress and doing Year-End Reviews)Develop the Customer Success team competencies to promote a consultative, solution-oriented mindsetAccelerate the team's professional capability & development through mentoring, and cross-regional project case integration and sharingEnsure effective resource allocationWork within a highly collaborative matrix environment, building strong partnerships with regional CS teams, global Academy stakeholders, and cross-functional teams to ensure unified delivery and client satisfaction.Monitor the Academy APAC revenue performance, forecasts as well as provide a clear reporting to EVPEnsure the success of onboarding new team membersSupervise general admin topics: recruitment, commission, etc…Foster a sense of partnership with the Greater China entire CS community

2- Client Management

Ensure that your teams create value for the clients we partner withAdvise our clients on our Academy solutions and ideally other group onesPromote the Academy externally and activelyDrive proactive business development to grow Academy revenue in the allocated region, including opportunity spotting, proposal initiation, and active pipeline follow-up.Collaborate with other CXG practices to build integrated commercial proposals and promote cross-selling.Support regional VP to grow Academy business with existing Group clientsContribute to pitch and build multi-practices proposalNurture existing Academy clients by maintaining commercial relations in-between projectsDevelop and nurture our brand awareness on the local market through networking events and white papers from our local exportsEnsure the highest level of customer satisfaction by monitoring Client Feedback evaluationActively participate in quarterly commercial planning with the Deputy VP and RVP to secure and expand key accounts.

3- Project Management & Delivery

Oversee Academy projects’ execution, ensuring timely and high-quality delivery (from discovery call, proposal building, kick off , project management and final delivery)Guarantee a minimum contribution margin on each project with a mandatory project p&l for any new proposalDirectly manage delivery of local or regional projects in Greater China, Japan and KoreaOversee and support with the team the delivery of Global projects in the regionSupport SEA market by providing resourcesEnsure communication and partnership with the Academy team members as well as with all other regional officesWork closely with the Measurement, Customer Insights, Consulting and Operations teams to ensure seamless project coordination and multi-practice alignment in regional and global projectsUpdate Proposal tracker to ensure constant monitoring of loss opportunitiesDevelop and manage a qualitative network of consultants with strong retail luxury background as well as new skills and expertise