We are a people-powered beauty ecosystem, leveraging unique and engaging online and offline experiences as well as consumer participation to fuel our growth. In 9 years, we have built an iconic brand that has revolutionized how consumers, and how the industry, think of beauty.
The foundational DNA of our brand is resonant across generations, timeless, and ripe for building upon. Our next step is to bring Glossier to more people in more places via a thoroughly Omnichannel approach: online at Glossier.com, in our Retail stores and through Wholesale partners like Sephora. We are inclusive, customer-devoted, curious, courageous, discerning, and results-driven.
The Director of Education is a newly created role supporting the ways in which Glossier interacts with our customers across all channels globally, directing training creation and facilitation for our omnichannel customer-facing teams: Glossier Retail, Customer Experience, and Wholesale Field & partner teams. In this role, the Director of Education will serve as the ultimate advocate for our customer.
This person will ensure that Glossier delivers exceptional customer service and creates unique brand experiences that we can deliver consistently at scale. They will also share their deep product knowledge and passion for Glossier’s approach to beauty with everyone they engage.
This role will report to the GM of Retail and will additionally be responsible for supporting the GM of Wholesale (wholesale field and partner teams) and GM of eCommerce (CX team).
Responsibilities:
- Lead the Training & Education team, managing prioritization and execution of work and supporting continuous development and growth of direct reports
- Champion and drive an exceptional customer experience in all channels, including Glossier owned Retail, Glossier.com, and Wholesale relationships
- Audit and evolve training programs across the following areas for onboarding and existing employees, tailoring content and learning paths for audiences in each channel including our Retail Editors (sales associates) and leaders, gTEAM (CX), and Wholesale Field Sales teams and contractors:
- Brand: Glossier history, values, brand guidelines, and unique POV on beauty
- Product Knowledge: Product details, benefits, and techniques for existing product assortment and new launches
- Customer Engagement: Customer journeys, selling ceremony, clienteling, and CX engagement
- Operational Excellence: Standard operating procedures for front of house and back of house operations in retail, standard operating procedures for key CX workflows
- Talent Development: In partnership with the Director of People, Retail, leadership training for retail managers, train the trainer programs, and future leadership development programs
- Develop training strategies and programs for new field team hires and partners, new store openings, new markets, and new product launches
- Manage a calendar and strategy supporting continuous education to refresh and reinforce key training topics with existing team members across all channels
- Act as an advocate for the customer: use data and insights (e.g., NPS, CSAT, customer reviews) to identify points of friction in the customer journey and partner with channel leaders to support with training solutions
- Support key Wholesale activations to drive brand equity and product enthusiasm for new launches and existing product within wholesale teams and partners
- Support continual review and process/program improvements in Training and Education areas and proactively surface areas of improvement
- Facilitate trainings virtually and in-person across channels
Qualifications
- 8+ years of experience in training and education; Experience working with Retail team and with Wholesale field; at least 2 years within Beauty
- Experience creating and facilitating content across various mediums (video, web-based, in-person) and managing learning management systems (LMS) platforms and relationships
- Deep understanding of effective education and training program practices and tools
- Deep customer empathy and a passion for building unique brand experiences
- Experience working in start-ups and/or small to midsize companies
- Excellent writing, communication, presentation, interpersonal and customer service skills
- An independent, hands-on, results-driven mentality
- Thrives in a fast-paced, entrepreneurial environment
- A passion for Glossier and our unique approach to beauty
- Ability to travel up to 50% of the time
In accordance with the applicable law, the following represents a good faith estimate of the minimum and maximum compensation range for this position:
- The estimated annual pay range for this role is $145,000 - $189,000
- There may be future opportunities for continued pay progression based on continued strong performance in the role.
- Full-time positions are also eligible for a competitive compensation and benefits package that include medical health insurance, 401K, equity in the form of Restricted Stock Units, Paid Time Off, Short Term and Long Term Disability leave, and a range of other benefits. Learn more at the Glossier Career page.
Compensation for the role will be determined based on permissible, non discriminatory factors such as a candidate’s qualifications, skills, and experience.
NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state or local law.
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We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.