Retail Training & Excellence Lead - North America
Polène · New York City · $90,000–$110,000 (stated in the posting)
POLENE
Founded in 2016, the French leather goods brand Polène stands out for its exceptional artisanal craftsmanship, creating timeless pieces with organic designs directly inspired by nature.
In a context of strong growth and international expansion, we are structuring our operations in 2026 and surrounding ourselves with top talent to develop deep expertise at every level of our organization. Our distinctly artistic positioning supports the elevation of our handbag and jewelry collections, backed by 800 artisans in our workshops located in Ubrique, Spain.
The Polène story can be written with you. Join us and contribute to this adventure as we continue to expand our retail presence and elevate the client experience across North America.
THE ROLE
As part of the Retail Training & Excellence team and based in New-York, you will report to the Retail Excellence Hub. You will join a stimulating environment within a House undergoing rapid international expansion.
In this role, you will support Retail teams across North America in developing their skills, elevating client experience, and driving performance.
Missions & Responsibilities
As a key ambassador of the Retail Training strategy in North America, you will play a central role in transmitting the House’s DNA and supporting operational excellence. Your responsibilities will be structured around five main pillars:
1. Culture & Advocacy
Embody the House’s values and standards
Build trust with in-store teams
Foster a culture of continuous, constructive learning
2. Design & Adaptation
Adapt global training modules to local cultural specificities
Ensure training content reflects the expectations of luxury clients in China and Singapore
3. Training Deployment
You will lead training sessions and field coaching across four core pillars:
The History of Polène
Product Expertise: leather goods savoir-faire, materials, and collections
The Selling Ceremony: luxury service codes and personalized hospitality
Performance: sales techniques and client loyalty
4. Client Experience & Floor Management
Monitor client satisfaction indicators, including NPS and Client Experience Evaluation
Contribute actively to the continuous improvement of client experience
Support floor management and client welcome standards
Ensure the onboarding of new talents
5. Performance Monitoring
Track retail performance indicators for the stores within your scope
Monitor your own training KPIs
Consolidate these KPIs into monthly and post-training reports
Develop action plans based on performance and training outcomes
Profile
Experience & Expertise
Significant experience as a Trainer, ideally 4 to 5 years minimum, within Leather Goods, Jewelry, Fashion, or Beauty
Strong sensitivity to Retail, luxury service, and the world of leather goods
Solid understanding of the luxury market in North America
Technical Skills
Strong command of Microsoft Office, especially PowerPoint and Excel
Affinity with digital learning tools and mobile learning platforms
Knowledge of Teach on Mars, LumApps, or Yoobic is a strong asset
Ability to analyze numerical data, including client experience indicators, and translate insights into concrete action plans
Soft Skills
Strong interpersonal and leadership skills, with the ability to engage teams, inspire others, and transmit knowledge with passion
Highly organized, autonomous, and detail-oriented
Agile, with the ability to translate a global strategy into effective local execution
Compensation & Benefits
Competitive salary range $90,000-$110,000.
Monthly ICHRA medical stipend, allowing employees to choose the plan that works best for them.
Dental & vision insurance with employer contributions.
401(k) plan.
Paid Time Off, including vacation and sick time.
Employee discount on our full range of leather goods and jewelry.
Commuter benefits, for transit (pre-tax, where applicable).
Opportunities for growth within our expanding U.S. retail network.
A supportive, inclusive culture rooted in craftsmanship, creativity, and teamwork.
If you’re passionate about luxury leather goods, team leadership, and performance, apply now and help define the next chapter of Polène in North America!
Polène is an equal opportunity employer. We are committed to fostering an inclusive, respectful workplace, and do not discriminate on the basis of race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, or any other protected characteristic as defined by law.