Retail Excellence Manager - West

Position

Loro Piana is an Italian luxury Maison established in 1924 known for creating the finest quality textiles, ready-to-wear collections, accessories, and bespoke garments. Our dedication to exceptional craftsmanship and use of the world’s finest raw materials positions us a leader in the luxury industry. As an iconic Maison within the LVMH group, we uphold a strong commitment to unparalleled quality and excellence.

General Purpose of the Position:

The Retail Excellence Manager serves as a collaborative people development support function, fostering strong partnerships with the Regional Director of Stores, Boutique Managers, and the Global Retail Excellence Department. In partnership with the Director of Retail Excellence and the North America Retail Excellence Team, this role supports the achievement of retail business objectives, specifically focused on Guest Experience, the Client Journey, and product training. The Retail Excellence Manager develops the boutique team’s skillset through on-the-floor coaching, classroom training, and in-store sessions designed to elevate the in-store guest experience. A strong emphasis is placed on the Loro Piana Client Journey, effective selling and cross-selling techniques, product knowledge, brand storytelling, and the cultivation of client relationships.

This position is based remotely in Los Angeles, California, reporting to the Director of Retail Excellence.

Job responsibilities

Key Responsibilities:

In-Store Coaching:

• Consistently follow up on training initiatives to ensure a top-tier guest experience and flawless execution, providing regular on-the-job coaching.
• Drive boutique performance through one-on-one observations of the Client Journey, providing in-the-moment coaching to sales and sales support teams. Coaching topics encompass all aspects of selling skills, client development, store environment, product knowledge, and client experience.
• Support boutique “Experience Manager on Duty” development through observation and mentorship. Assess the store leader’s coaching ability and provide feedback to drive the boutique experience.
• Observe and participate in boutique morning briefs during store visits, providing feedback to leadership to enhance daily communication.
• Prepare post-visit recaps summarizing coaching goals, observed progress, and identified challenges.
• Support boutique leadership development through "coaching the coach" mentorship. Provide feedback and assess the leader’s coaching ability to drive team performance.

Facilitation of Training Programs:

• Partner with the greater North American Retail Excellence team to host and facilitate network-wide learning programs such as New Joiner Induction, and Product Training Roadshows.
• Ensure timely and appropriate training for all staff on local and global Retail Excellence Programs.
• Facilitate in-boutique, small group training sessions on selling skills, client development, client experience, and product knowledge.
• Adapt Global Retail Excellence content for the local market based on business needs, from design to delivery, including PowerPoint presentations, video editing, and facilitating virtual or in-person training sessions.
• Develop bespoke preparations in collaboration with Directors of Stores and the Retail Excellence Director to support new boutique openings, relocations, or renovations.
• Conduct post-training follow-up activities, including tracking attendance, coaching recaps, conducting evaluations, and gathering feedback through surveys.
• Oversee classroom training planning and logistics, including venue selection, material preparation, and training space arrangement.

Cross-Functional Partnerships and Retail Strategy:

• Contribute to identifying training and coaching needs and propose appropriate learning interventions to develop retail staff competencies.
• Partner with the Director of Retail Excellence, Directors of Stores, and Boutique Managers to discuss progress, impact, and necessary training and coaching plan revisions.
• Ensure boutique leadership thoughtfully plans for the integration of new joiners to accelerate their performance.
• Support boutique teams in embracing Loro Piana’s values, vision, and strategy.
• Initiate retail community-building activities and facilitate best practice sharing across platforms and applications.
• Manage Loro Piana’s Client Experience Evaluation program (Mystery Shop). Develop strategic action plans and provide coaching to improve performance, ensuring ongoing accountability.
• Monitor reporting on client communication channels such as NPS and Google. Ensure constructive client feedback is addressed by the boutique and solutions are communicated to HQ.
• Monitor sales associate adoption of digital applications and encourage completion of microlearning modules.
• Manage Travel & Entertainment and departmental operating budgets accurately and efficiently.
• Role model Company Values.

Profile

Skills and Abilities Required:

• Exceptional facilitation skills, impactful sales floor presence, effective classroom management, and a professional demeanor.
• Demonstrated experience with practical, observational, and solution-focused coaching and feedback.
• Previous experience in retail management, education, training, or learning & development is preferred.
• Ability to develop and deliver compelling presentations.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook is required.
• Experience with Miro, InDesign, and Canva is a plus.
• Background in luxury retail or hospitality is a plus.
• Fluency in English (reading, writing, and speaking) is required. Additional languages are desirable.
• A college degree in a related field is preferred.
• Ability to accommodate 60-70% travel, including international destinations.

Additional information

What we offer

At Loro Piana, we believe in fostering a supportive and rewarding work environment that values our employees' well-being and growth. We offer a comprehensive range of benefits including medical, dental, and vision coverage, fertility support, adoption and surrogacy reimbursement, tuition reimbursement, 401K match, and Headspace mental health support. Additionally, employees enjoy a generous product discount, exclusive LVMH discounts, and other tailored perks.

Compensation

Loro Piana uses the published salary range as a guideline to provide our employees with market-competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, Loro Piana reserves the right to pay outside of the published salary range of $100,000 to $125,000 per year.

EEO Statement

We strive to create a culture of inclusion where everyone has a sense of belonging. Our goal is to ensure that our outreach and recruiting efforts generate diverse identities and perspectives that will be valued and can thrive. We are continuously assessing our employee and candidate populations to identify ways to ensure they are all-encompassing and equitable.