An innovative company that specialises in creating and delivering bespoke training packages specifically for the luxury goods and services sectors, including stores, hotels, resorts, spas, restaurants, and so on.
The brief was to identify a first-class Learning & Development Manager to mastermind training programmes that would engender new service cultures and support their clients’ expansion objectives. This included capturing the client brief, creating proposals and producing costings, developing client assessment tools, such as focus groups, surveys and mystery shopping and designing and facilitating management workshops.
Many luxury brands have their own in-house Learning & Development teams, but it quickly became clear that we would not find the ideal candidate from that particular source, as naturally those people were unused to working simultaneously with a number of different external companies and cultures. Too, there were many self-employed L&D consultants but we drew a blank there as they had chosen to be self-employed, i.e. they didn’t want to work for someone else. We had to widen the net.
It was crucial that the person had to have prior experience of the luxury market, be au fait with social and luxury etiquette, be impeccably presented and have the professional and personal gravitas to interact with CEOs and senior leadership teams.
Finally, we identified a slightly oblique competitor and happily spotted someone there who ticked all the crucial boxes and whose background and personality made him a worthy contender.