Customer Education Delivery Manager

Role Summary

As the Customer Education Delivery Manager (CEDM), you will be responsible for leading the delivery of high-quality, engaging, and performance-enhancing learning programs and events for multiple audiences including Spa Partners, International Distributors, industry professionals, Retail Customers, and Eminence Team-members. You will collaborate within Customer Education (CE) and cross-functionally to develop delivery strategies, aligned with learning objectives, for launch and non-launch education initiatives.

As the Customer Education Delivery Manager (CEDM), you will report directly to the Director of Customer Education and works closely with all members of the CE team including CE Team-members in Eminence’s Central Office and those spread geographically around North America.

Responsibilities

• Mobilize CE Delivery Team-members for delivery of high-quality, informative, and engaging training to directly support learning objectives for multiple audiences, including Eminence Team-members, Spa Partners, International Distributors, Retail Customers, and industry professionals
• Provide expert consultation to CE Instructional Design Team-members on appropriate delivery options and media for training and learning events to ensure participation, engagement, and accomplishment of learning objectives
• Work 1:1 with CE Team-members to enhance education delivery
• Support the Sales Teams in implementing delivery best practices to support education in Spa Treatment and Retail environments in order to support retail conversation, from skincare knowledge and product awareness through to product purchase
• Utilize existing evaluation tools to conduct assessments of education delivery against standards and develop action plans to address performance gaps
• Collaborate in competitive analysis as needed to ensure Eminence is exceeding industry standards
• Collaborate in competitive analysis as needed to ensure
• Partner with Sales to identify highest priority opportunities for utilizing CE Delivery Team-members and key Eminence spokespeople for trainings and industry events
• Lead the scheduling and booking of hundreds of onsite and remote trainings to be delivered by CE
• Contribute to CE projects to meet established deadlines and goals
• Collaborate with Sales to identify and prioritize opportunities to elevate delivery competencies across the Outside Sales Team and to provide performance coaching in the field
• Propose and support the implementation of new initiatives focused on evolving education delivery
• Chair, attend, and assist with meetings as required, including with members of the Executive and Senior Leadership; create, maintain and circulate meetings agendas, notes and action items for meetings
• Provide regular project updates to the Director of Customer Education
• Some travel may be required within North America and abroad to support, review, and evaluate training delivery

Qualifications

• Bachelor’s Degree in Education or Adult Education, plus 5+ years hands-on experience delivering workplace or customer education (including 3+ years leadership experience), or the equivalent combination of education and experience
• 4+ years combined experience in delivering training using different instructional modalities across multiple platforms (eLearning, video, instructor-led, and others) – required
• Knowledge base in adult learning theory and Esthetician training – an asset
• Professional trainer certification (e.g., CTP, APTD) – an asset
• Experience of successful education in a retail or professional skin care environment – preferred
• Proactive and highly organized, strong ability to multi-task with a strong customer service focus
• Exceptional presentation, communication, and facilitation skills
• Highly engaging and entertaining delivery style with a passion for using participatory techniques as well as being highly entrepreneurial and creative with exceptional problem-solving skills
• Passion for lifelong learning, love of giving and receiving growth-producing feedback
• Proficiency in MS Office (including advanced PowerPoint and intermediate proficiency in Word, Excel, Outlook)
• Experience leading remote Team-members and proficiency in one or more webinar hosting tools (e.g., Zoom), LMS tools, and virtual collaboration tools (e.g., Asana, Google suite) – an asset

Total Rewards

• Competitive salary, quarterly and annual bonuses based on individual and company goals
• 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
• Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application

Please submit a resume with a cover letter.

Applications are currently being reviewed. Immediate submissions are still welcomed.

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.

Eminence Organic Skin Care is proud to be an equal opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.

Eminence Organic Skin Care