Internally Titled: Customer Education Specialist
Location: 530 West Broadway, Vancouver BC, Canada
Core hours: Monday to Friday from 8am – 4:30pm PST
We value collaboration, both in-person and remotely. This position is classified as Remote under our Hybrid Work Program Policy, where this position will work primarily from a home office with occasional in-person attendance.
Role Summary
The Customer Education Specialist (CES) designs and develops award-winning education to help attract, onboard, retain, and support the growth of Eminence's Customers. This role will create industry-leading, interactive, engaging, and effective education resources for instructor-led (onsite, online, blended) and self-directed learning that meets the needs of all audiences across Eminence's Team-members, Spa Partners, and International and Online Distributors. The CES reports directly to the Director of Customer Education and works closely with all members of the Customer Education (CE) Team, which includes teams in Eminence's Central Office (Vancouver, BC) and remote Team-members across North America. The CES collaborates with cross-functional teams throughout Eminence, including Product Development, Sales, Business Development, Marketing, Digital, Public Relations, and Product Support
Responsibilities

• Partner cross-functionally to understand business needs (including business results and learner performance results) and define strategy, goals, and scope of education initiatives
• Create and present educational approach for consideration in Go-To-Market planning
• Work within CE to identify gaps in content and educational offerings to support CE program development and scaling
• Use instructional design best practices to create interactive learning that enhances learner enjoyment, engagement, skill development, and knowledge retention and application
• Craft learning objectives based on learner needs and project scope; design the hierarchy, sequence, and flow of core concepts to support accomplishment of learning objectives
• Identify materials and assets required to support learning and design appropriate delivery methods (e.g., edutainment, discussion, gamification, demonstration)
• Storyboard lessons with design elements (e.g., using BOPPPS model), core content, timings, and specifications for materials in preparation for development of resources
• Use course-authoring best practices to produce high-quality educational resources (e.g., print materials, presentations, facilitator guides, videos, diagrams, infographics) that deliver on established goals
• Partner with Creative Services on the production of multi-media assets for education deliverables
• Design, create resources for, and produce company-wide learning events including Train-the-Trainer
• Provide support to instructors during launch/pilot periods and measure the success of education initiatives by evaluating training effectiveness (e.g., learning objective accomplishment) and learner experience (e.g., satisfaction)

Qualifications

• 1+ years Learning and Development Specialist (L&D Specialist) or Customer Education Specialist (CES) experience with various modalities (onsite, eLearning, blended)
• Post-secondary education in Adult Education, Instructional Design, Learning Sciences, or a related discipline (e.g., PIDP, B.Ed)
• Experience working in a project-based team, ideally working with Product Development or Product Support
• Experience in education within a Retail and/or Spa environment is preferred, along with knowledge of Skin Care Products and Esthetics. Training Delivery is considered an asset
• Customer Education best practices and adult learning principles and methods
• Presentation production and delivery using PowerPoint plus copywriting and scriptwriting
• eLearning interactive asset production (e.g., Storyline, Adobe Creative Suite) and Learning Management System (LMS) management and administration, an asset
• Marketing and promotion plus project coordination, an asset
• Data collection (e.g., competitive analysis, focus group, surveys) and data analysis
• Microsoft 365 tools, including Teams, SharePoint, and Office plus project management tools (e.g., Asana, Clockify)
• Bilingualism, an asset (English plus French or Spanish)
• Exemplary attention to detail with an eye for accuracy, consistency, and alignment

Total Rewards

• Competitive salary, quarterly and annual bonuses based on individual and company goals
• 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
• Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application
Please submit a resume with a cover letter.
Closing date for applications: Wednesday, May 1st, 2024, at 9pm PST.

Our Company
Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.

Eminence Organic Skin Care is proud to be an equal-opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.
#EminenceCareers

Powered by JazzHR

asCaI1Dq9y