Overview

We are a people-powered beauty ecosystem, leveraging unique & engaging online & offline experiences as well as consumer participation to fuel our growth.  In 9 years, we have built an iconic brand that has revolutionized how consumers, & how the industry, think of beauty. The foundational DNA of our brand is resonant across generations, timeless, & ripe for building upon. Our next step is to bring Glossier to more people in more places via a thoroughly Omnichannel approach: online at Glossier.com, in our Retail stores & through Wholesale partners like Sephora.  We are inclusive, customer-devoted, curious, courageous, discerning, & results-driven.

The Director of Education is a newly created role supporting the ways in which Glossier interacts with our customers across all channels globally, directing training creation & facilitation for our omnichannel customer-facing teams: Glossier Retail, Customer Experience, & Wholesale Field & partner teams. In this role, the Director of Education will serve as the ultimate advocate for our customer. This person will ensure that Glossier delivers exceptional customer service & creates unique brand experiences that we can deliver consistently at scale. They will also share their deep product knowledge & passion for Glossiers approach to beauty with everyone they engage. 

This role will report to the GM of Retail & will additionally be responsible for supporting the GM of Wholesale (wholesale field & partner teams) & GM of eCommerce (CX team).

Responsibilities:

• Lead the Training & Education team, managing prioritization & execution of work & supporting continuous development & growth of direct reports
• Champion & drive an exceptional customer experience in all channels, including Glossier owned Retail, Glossier.com, & Wholesale relationships
• Audit & evolve training programs across the following areas for onboarding & existing employees, tailoring content & learning paths for audiences in each channel including our Retail Editors (sales associates) & leaders, gTEAM (CX), & Wholesale Field Sales teams & contractors:
• Brand: Glossier history, values, brand guidelines, & unique POV on beauty
• Product Knowledge: Product details, benefits, & techniques for existing product assortment & new launches
• Customer Engagement: Customer journeys, selling ceremony, clienteling, & CX engagement 
• Operational Excellence: Standard operating procedures for front of house & back of house operations in retail, standard operating procedures for key CX workflows
• Talent Development: In partnership with the Director of People, Retail, leadership training for retail managers, train the trainer programs, & future leadership development programs

• Develop training strategies & programs for new field team hires & partners, new store openings, new markets, & new product launches
• Manage a calendar & strategy supporting continuous education to refresh & reinforce key training topics with existing team members across all channels
• Act as an advocate for the customer: use data & insights (e.g., NPS, CSAT, customer reviews) to identify points of friction in the customer journey & partner with channel leaders to support with training solutions
• Support key Wholesale activations to drive brand equity & product enthusiasm for new launches & existing product within wholesale teams & partners
• Support continual review & process/program improvements in Training & Education areas & proactively surface areas of improvement
• Facilitate trainings virtually & in-person across channels

Qualifications  

• 8+ years of experience in training & education; Experience working with Retail team & with Wholesale field; at least 2 years within Beauty
• Experience creating & facilitating content across various mediums (video, web-based, in-person) & managing learning management systems (LMS) platforms & relationships
• Deep understanding of effective education & training program practices & tools 
• Deep customer empathy & a passion for building unique brand experiences 
• Experience working in start-ups and/or small to midsize companies
• Excellent writing, communication, presentation, interpersonal & customer service skills
• An independent, hands-on, results-driven mentality 
• Thrives in a fast-paced, entrepreneurial environment
• A passion for Glossier & our unique approach to beauty
• Ability to travel up to 50% of the time 

In accordance with the applicable law, the following represents a good faith estimate of the minimum & maximum compensation range for this position:

• The estimated annual pay range for this role is $145,000 - $189,000 
• There may be future opportunities for continued pay progression based on continued strong performance in the role.
• Full-time positions are also eligible for a competitive compensation & benefits package that include medical health insurance, 401K, equity in the form of Restricted Stock Units, Paid Time Off, Short Term & Long Term Disability leave, & a range of other benefits. Learn more at the Glossier Career page.

Compensation for the role will be determined based on permissible, non discriminatory factors such as a candidates qualifications, skills, & experience. 

NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer & will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state or local law.

Click here to view the candidate privacy policy under FAQ's

We are an Equal Employment Opportunity (EEO) Employer. It has been & will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, & termination.