Retail Learning & Development Manager, Americas

POSITION SUMMARY The Retail Learning & Development Manager is responsible for leading Hublot’s learning and talent-development strategy across the Americas, supporting Directly Operated Boutiques (DOS), Franchise Boutiques (FRS), and Wholesale (WHS) teams. As a key member of the Retail Excellence team, this role develops and delivers innovative learning programs that elevate product knowledge, selling excellence, leadership capabilities, client experience, and brand culture. The position also plays an active role in onboarding, coaching, and developing talent across DOS & FRS while building a scalable Train-the-Trainer program for the Wholesale organization. The role partners closely with Retail Excellence, Wholesale, CRM, Marketing, Merchandising, Human Resources, Retail Operations, Finance, and Global Headquarters to ensure that every retail professional and partner representing Hublot embodies the brand’s entrepreneurial spirit and delivers an exceptional luxury client experience. Extensive field travel is required to coach boutique and Wholesale teams, facilitate workshops, visit partner doors, support boutique openings, execute product launches, and drive measurable commercial performance through learning. Hublot Learning Strategy • Develop and execute the annual Retail Learning & Development strategy aligned with DOS, Franchise, and Wholesale commercial objectives. • Design scalable learning programs supporting boutique performance, Wholesale sell-out, leadership development, and client experience. • Adapt Global learning initiatives for the Americas while maintaining brand consistency and addressing regional business needs. • Build and maintain the annual retail and Wholesale training calendar and monitor the associated budget. • Measure learning effectiveness through KPIs, certifications, field assessments, and business-performance results. Wholesale & FRS Development • Develop and execute a dedicated learning strategy for the Wholesale and FRS team. • Partner with Wholesale leadership and Human Resources to support the assessment, onboarding, and development of FRS talent. • Define clear FRS learning paths, certification standards, coaching routines, and ongoing development plans. • Conduct regular field visits and partner-door assessments to identify training needs and improve product presentation, storytelling, selling behaviors, and client experience. • Equip FRS team members with the tools and capabilities required to coach partner sales associates and influence sell-out performance. • Create tailored learning programs for key Wholesale accounts based on commercial priorities, product launches, and partner needs. • Monitor Wholesale training coverage, participation, certification, and impact on sell-out performance. Train-the-Trainer Program • Design and lead a structured Train-the-Trainer program for the FRS and Wholesale teams. • Certify internal trainers to deliver consistent product, brand, selling, and client-experience training across the region. • Develop facilitator guides, presentation materials, coaching tools, role-play exercises, and assessment standards. • Observe and evaluate training delivery to ensure quality, consistency, and alignment with Hublot standards. • Provide ongoing coaching and development to internal trainers and maintain trainer-certification requirements. • Create a scalable training model that expands Hublot learning coverage across Wholesale doors while maintaining quality and brand consistency. Product Knowledge & Brand Storytelling • Lead all product-training initiatives across DOS, FRS, and Wholesale partner teams. Deliver engaging training on collections, movements, materials, innovations, limited editions, and key novelties. • Develop compelling storytelling around Hublot’s philosophy, craftsmanship, and Art of Fusion. • Execute product-launch training in partnership with Global Headquarters, Marketing, Merchandising, Retail and Wholesale. • Ensure DOS, FRS and partner teams are prepared to confidently present new products and translate product knowledge into commercial results. Brand DNA & Client Experience • Champion Hublot’s culture, history, values, and entrepreneurial mindset. • Develop luxury hospitality and client-experience training for directly operated and partner environments. • Promote emotional selling, storytelling, personalization, and long-term relationship building. • Ensure a consistent expression of Hublot’s client-experience standards across all distribution channels. Retail Sales Excellence • Deliver training on luxury selling, client discovery, objection handling, closing, cross-selling, appointment selling, negotiation, and retention. • Conduct field coaching, side-by-side observations, role-play sessions, and performance follow-up. • Partner with Boutique Directors, FRS team members, and Wholesale leadership on coaching plans tied to performance. • Prepare DOS and Franchise teams for Mystery Shopping as well as Avant-Premiere through targeted coaching and role-play. • Support Wholesale teams in improving sell-out, brand visibility, product confidence, and client engagement. Leadership Development • Develop Boutique Directors, FRS talent, internal trainers, and future retail leaders. • Facilitate Retail Seminars, leadership meetings, Wholesale workshops, and regional learning sessions. • Support succession planning, talent reviews, and individual development plans. • Identify high-potential talent and recommend development actions that strengthen the Retail and Wholesale leadership pipeline. Onboarding & Talent Development • Own the onboarding framework for all retail employees and FRS team members, covering Brand DNA, products, operations, systems, selling standards, and client experience. • Develop tailored onboarding resources for Franchise and selected Wholesale Partner teams. • Partner with Human Resources and business leaders to assess learning needs and support talent-development initiatives. • Establish clear onboarding milestones, certification requirements, and follow-up coaching. • Ensure new hires are fully prepared to represent Hublot and contribute to commercial performance. Digital Learning Platform – Insider • Own and administer the Insider learning platform across DOS & FRS. • Manage learning paths, certifications, reporting, content deployment, and engagement. • Monitor completion rates and follow up with business leaders to ensure accountability. • Use platform insights to identify knowledge gaps and recommend targeted learning interventions. CRM & Clienteling • Partner with the Retail Excellence Director & CRM Manager to train teams on clienteling, appointments, prospecting, CRM best practices, Hublotista, pre-orders, and CRM KPIs. • Adapt relevant clienteling principles and tools for FRS and Wholesale Partner teams. • Reinforce disciplined client follow-up, relationship building, and data-driven selling behaviors. Retail Operations Partnership Partner with Retail Operations and Finance to train teams on SOPs, new initiatives, compliance requirements, and operational excellence. • Ensure FRS and Wholesale teams understand relevant processes, reporting expectations, and brand standards. • Translate operational updates into clear and effective learning materials. Boutique, Wholesale & Retail Event Support • Support boutique openings, relocations, renovations, Retail Seminars, annual sales meetings, regional workshops, and key Wholesale initiatives. • Develop and deliver training plans for new partner openings, shop-in-shops, pop-ups, and strategic product launches. • Provide field support during priority commercial periods and major brand activations. Cross-Functional Collaboration • Partner with VP of Retail, Retail Excellence, Wholesale Director, Marketing, Merchandising, CRM, Human Resources, Retail Operations, Finance, and Global Headquarters. KEY PERFORMANCE INDICATORS • Training completion and Insider engagement • Product and trainer-certification completion • New-hire and FRS onboarding completion • Train-the-Trainer certification and delivery quality • Wholesale and partner-door training coverage • FRS coaching and talent-development completion • Boutique and field-coaching completion • Wholesale sell-out improvement following training • Sales-performance improvement following training • Improved conversion, average transaction value, and client experience • CRM KPI adoption • Mystery Shopping improvement / Avant-Premier improvement • Leadership bench strength and succession readiness • Partner engagement and training satisfaction QUALIFICATIONS • Bachelor’s degree preferred. - 5–8+ years of experience in luxury Retail Learning & Development, Retail Excellence, Wholesale Training, or Field Training. • Experience supporting multi-channel organizations, including directly operated retail and Wholesale distribution. • Experience in watches, jewelry, luxury fashion, hospitality, or premium retail. • Strong experience in facilitation, field coaching, talent development, and Train-the-Trainer programs. • Experience supporting recruitment, onboarding, and development of field-based talent. • Excellent presentation, communication, and stakeholder-management skills. • Experience with learning-management platforms; Insider preferred. • Advanced Microsoft Office skills. • Fluent English; French and/or Spanish is a plus. • Valid passport and ability to travel 70–80%.