Clement Arnold De Castro

Experience

• 

  Convergys

  Aug 2008 - Aug 2010

  Communication Coach
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  Receptive Acumen Pvt. Ltd

  Aug 2010 - Jan 2011

  English Language Teacher, Voice & Accent Trainer, Personality Development & Soft Skills Trainer
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  Acciale Formation (Charleville-Mezieres- France)

  Jan 2011 - May 2015

  • Training Manager

    Aug 2012 - May 2015

  • Trainer

    Jan 2011 - Aug 2012
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  Lacoste

  Jun 2015 - now

  Retail Operations:•Ensure smooth functioning of all physical stores, including staffing, scheduling, visual merchandising, and adherence to company policies •Optimize inventory levels to minimize stockouts and overstocking, while maintaining availability of desired products•Control operational costs and optimize resource allocation across all channels•Maintain compliance with all relevant regulations and safety protocols in stores and online operationsSales Strategy and Performance:•Set clear sales goals and KPIs for the team•Monitor and analyse sales performance against targets, taking corrective actions as needed •Set individual and team targets aligned with organizational objectives •Analyse market trends, competitor activity, and customer preferences•Manage and motivate the sales team•Recruit, hire, train, and coach the sales team to ensure they possess the necessary skills and knowledge to exceed targets•Track and analyse sales data to identify trends, measure performance against targets, and make adjustments to strategies as neededBudgeting and Financial Management:•Develop and manage the annual budget for sales-operations and L&D•Monitor and control expenses to achieve financial objectives•Implement cost-effective measures without compromising on quality and customer service Regulatory Compliance:•Ensure compliance with local and state authorities related to retail operations •Stay informed about changes in any regulations and other relevant compliance areas Additional Responsibilities:•Manage day-to-day store operations, ensuring smooth and efficient functioning •Implement and enforce standard operating procedures (SOPs) for all aspects of store operations •Monitor and maintain store hygiene, layout, visual merchandising, global count, store opening and closing, training, role-play trackers and standards •Work closely with marketing, merchandising, finance, and other departments Show less • Develop, implement and manage training and learning initiatives that align with business goals, talent strategies, and meet all compliance requirements for Corporate and Retail Employees• Design, develop and manage unique programs, tools and delivery methods that effectively meet the needs of the business, and determine best delivery and media methods based on coursework and audience• Manage, direct, organize and execute engaging live training sessions (on campus) and remotely (in stores), using all available technologies• Perform needs assessment and site visits to analyze areas of opportunity for training and development to address business, cultural and technology needs• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them and the overall training budget• Partner with managers, Global CXA Leads, Local Senior leaders to assess, to analyze learning needs/Gaps, to define the talent planning• Ensure that all learning programs are appropriately localized and tailored in their implementation• Implementation, coordination and execution of Retail Trainings as per the Global Customer Experience Academy guidelines with the support of local In Store training representatives and Regional Coordinators• Supervise preparation, delivery and implementation of trainings for CO and franchise stores • Alignment of all internal resources and information for the development and execution of product and customer service trainings• Ensure that trainings are executed and implemented effectively across the board, by partnering with stakeholders and supervising delivery to ensure the highest level of standards.• Support local Stores Managers regarding training and development potential of retail employees• Qualitative and quantitative monitoring of training results across India on a regular basis• Responsible for defining respective budget, control and adherence Show less PAN India roleIdentify and assess future and current training needs through job analysis and through consultation with line managersDraw an overall or individualized training and development plan that addresses needs and expectationsDeploy a wide variety of training methodsConduct effective induction and orientation sessionsMonitor and evaluate training program’s effectiveness, success and ROI periodically and report on themManage training budgetProvide opportunities for ongoing developmentResolve any specific problems and tailor training programs as necessaryMaintain a keen understanding of training trends, developments and best practicesManage training calendar on a monthly basis Liaise with different departments to validate and identify learning/training needs for target audience and plan relevant training solution/s or initiativesCoordinate with Lacoste global team (Paris, London, Hong Kong) and ensure all customer services related guidelines are adhered to and implementedPlan departmental/functional training budgets, forecast costs and delegate numbers as required by organizational planning and budgeting systemsWork closely with operations team to drive operations related agendas/KPI’s, across all POS, PAN India. Handle all customer grievances, queries, escalations and other quality issuesWork closely with the merchandising team to understand the product and gain full knowledge of the product Study the relevant skill levels required by employees for effective performanceDesign necessary training content in order to meet training needsOrganize season launch and season refresher training for all POSMonitor and report on activities, costs, performance, etc, as required.Ensure that all regional coordinators actively Participate in driving training objectives by conducting periodic TTTReview the training material and provide constructive and developmental feedback Show less

  • Retail Operations and Customer Experience

    Nov 2021 - now

  • Business Process Excellence, Training & Development & Customer Experience

    May 2018 - Nov 2021

  • Training & Development and Customer Experience

    Jun 2015 - May 2018