Location: Remote in United States

Opportunity

This position is a Kohler Stores Sales Manager and Trainer is responsible to elevate the customer experience for both the internal and external customer within all Kohler store’s locations and that focus will deliver improved sales performance across the chain.Key responsibilities include the development and the delivery of Sales and Service training, new hire on-boarding, Product training for Stores focused products, in-person new store opening training for all new stores, and any other training seminars or trade shows that support a Kohler Stores experience.This leader must create strong training structure, tracking of training participation, processes to check for retention and accountability to that training and be able to conduct strong in-person and virtual training programs across all different audiences and partners.This position will support both Distributor owned and Kohler owned Kohler stores in all models including Kohler Signature Stores and Kohler Experience Centers and must have a strong understanding of the elevated service levels expected for the consumer and the trade customers that shop in all Kohler stores. With Kohler Owned locations they must additionally understand and train all operational processes including POS, Salesforce, Navigator, and other operational systems or tasks which will help improve a seamless experience for these locations to elevate the customer experience.This leader must work with field leaders to prioritize and plan training and with cross-functional partners to align on all training models, maintain strong understanding of new product for stores, and work to maximize tools like Signature Rewards portal, Install and Bathroom Design Service tools, to add training modules for stores all while leading to support the Kohler Mission and values.

Specific Responsibilities

• Monitor and identify key behavioral and service experiences that need to be elevated within the Kohler stores chain to deliver sales and service results that makes Kohler stores the most elevated service experience in the industry.
• Support the Sales journey experience for Kohler stores by creating, developing, and implementing training that links back to the required service expectations and job competencies.
• Design, develop, deliver, facilitate, implement, and evaluate various training programs and materials for the Kohler Signature Stores and Experience centers in both new stores and in existing store locations.
• Develop various modes of training to meet the Kohler store’s needs including blended, in-person, virtual, and e-learning modules.
• Conduct in-person and virtual training seminars on a broad range of topics including product features and benefits, sales and service experience, system processes and tools like POS and Salesforce, product features, and Kohler Co. history.
• Create structured training processes and systems to track training within stores to ensure material retention and that we are improving service experiences and overall sales results from that experience and maintain accurate training records and documentation.
• Lead the coordination of on-site training events, management of content, and scheduling presenters/other trainers.
• Continually assess the effectiveness of training programs; identify and implement opportunities for improvement.
• Has strong product knowledge to create, support, and execute training of all Family of Brands products including Kohler, Kallista, Robern, and Ann Sacks to improve the sales journey.
• During store visits must partner with Kohler partners and with the Distributor to identify sales opportunities and help assist through developed training and coaching programs to improve the service experience and ultimately the deliver sales results of the stores.
• Monitors Chain KPI’s and works with field team, stores, and distributors to create training plans to exceed sales goals through structured and measured training programs.
• Works with stores to ensure they are meeting service expectations as outlined and measured through service metrics like NPS and all forms of customer feedback.
• Works to expand all Services to the Kohler Customers by partnering and supporting design service programs, installation services, and all additional and future services to grow market share and improve service experiences.
• Works to expand and capture all trade experiences in Kohler stores through strong training and planning for outreach and experience guidance.
• They must have a strong understanding of Operational execution like HYU and other stores Operational takes like ordering signage, literature, samples, and help to support training to complete such tasks.
• Acts as an ambassador and trainer for digital transformation of connecting stores with broader online initiatives, like salesforce, to drive adoptions to new systems, software, and tools to improve the customer experience.
• Responsible to ensure there is a structured 2-week training program for all new stores that in trained on prior to each new store opening with each team member.
• Work with Kohler Owned Stores to ensure we are meeting expectations of strong on-boarding through support on systems set up, training plans, and follow up to execution of training and retention.
• Protects Kohler Co. brands by identifying and addressing issues that may pose risks to customer experience and ensures brand perceptions are addressed appropriately.
• Motivate teams and support Kohler Signature Store strategic goals, linking the goals of each individual and location to the goals of the region and organization through training and development.
• Build and maintain strong strategic partnerships with Field Sales, Corporate teams, and Distributors, resulting in increased understanding of and successful results in their store business and through training and development.
• Create an open and collaborative environment that influences the greater team through action and example and results in cascading knowledge and best practices throughout the organization.