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Deloitte Retail Field Trainer - Project Associate 5 - Brand Operations Services in Richmond, Virginia

Project Associate 5 - Retail Field Trainer

Deloitte's Brand Operations Services is looking for experienced retail and customer service professionals with excellent communication skills, judgment, and analytical abilities to execute consultative, quality training visits for an assigned client. This is an excellent opportunity for professionals who are well versed in training approaches, and retail operations to use their industry experience to lead discussions and recommendations with clients on updated business process priorities and technology implementation in a friendly, helpful and professional manner.

In this role, the Project Associate will conduct on-site training project work with their assigned client and contribute in the areas of team support, training, and account management as required by their assigned clients. The individual will conduct client site training visits. During the visit, the Project Associate will develop and deliver important training presentations of various retail programs while providing summaries of visit findings and recommendations to key client executives. Client locations and visit type are determined by the client.

The Project Associate may also be a key player in developing and, at times, leading client trainings for new hires and periodically throughout the client program.

Our business goal is to offer clients information regarding their brand and any internal retail process changes, as well as customers' experience. The Project Associate is responsible for contributing to the development of, as well as providing, this high-level program training and implementation, advice and these recommendations to clients and providing support through account management.

Project Details & Requirements:

Client Execution:

  • Conduct quality assurance consultative training implementation visits to meet the unique expectations and program requirements of the assigned client.

  • Project Associate will be well versed on the assigned client's specific visit and training requirements, details to execute the customer experience program, client culture/nomenclature, client resources and the methods and procedures designed by the Deloitte business.

  • Develop and produce accurate and consistent consultations both verbally and through written reports in English.

  • Create narrative summaries describing observations and connecting the retail associates to client-provided brand expectations.

  • Exercise high level of judgment in evaluating the clients' business operations and service at an individual property level for multiple brands within varying service segment tiers, identifying areas of improvement and determining how to best communicate findings and recommendations directly to the client

  • Develop and deliver meaningful, accurate summary presentations to key property level executives, which connect the observations of the visit to the culture and standards of each of the client's specific brands, helping to identify gaps in performance to improve the branded experience.

  • The Project Associate must interact with property management to review and implement programs and processes and independently recommend strategies and suggestions for improvement while maintaining an environment of learning for the client. This includes:

  • Providing important quality-assurance information to clients and use discretion to determine areas where the quality of the clients' business operations can be improved as required by their program.

  • Exercising initiative in formulating improvements in established business procedures during the visit.

  • Possess a strong passion for training others.

  • Develop immediate rapport with the client's property-level staff throughout the visit to establish a level trust when delivering consultative feedback

  • Attend, and at times help lead team meetings and conference calls as required to meet client project requirements.

  • Must be able to travel to client site (both driving and air travel) as required by the client. Overnight stays will be required.

The successful Project Associate will possess:

  • Excellent command of English language (clearly speaking, reading comprehension, and writing) with strong analytic and presentation abilities.

  • Skillful and fluid communication skills possessing the flexibility to communicate effectively with each client representative in the style and manner that they prefer.

  • Ability to work independently and without direct supervision, while adhering to strict deadlines.

  • Ability to analyze and synthesize data.

  • Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients' business models and needs.

Basic Qualifications:

  • 2+ year experience in customer service, training, operations, or related field

  • Proficiency with all current technology and Microsoft Office programs, including, but not limited to:

  • iPad / tablet / notebook / smartphone functionality

  • Comfortable with both android and apple systems

  • Ability to download and interact with mobile applications

  • Comfortable utilizing tablet as extra display for laptop

  • Laptop functionality

  • Video conferencing software (i.e. Zoom)

  • Ability to utilize multiple web applications (at least 3) at one time

  • Microsoft Teams

  • Experience with developing and leading trainings for both individual and small teams.

  • Ability to travel 100%, on average, based on the work you do and the clients and industries/sectors you serve to client site (both driving and air travel) as required by the client. Overnight stays will be required

  • Ability to obtain valid US driver's license with no restrictions.

  • Must reside within reach of client sites within a 4-hour driving radius or major airport hub.

  • Ability to obtain valid passport and/or valid travel documentation is required.

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Preferred Qualifications:

  • Bachelor's Degree in Retail or Consumer Business, Retail Management, Training and Development or equivalent experience strongly preferred.

  • Retail management and/or retail operations management experience.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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