Learning & Development Specialist

Internally Titled: Customer Education SpecialistLocation: 530 West Broadway, Vancouver BC, Canada Core hours: Monday to Friday from 8am – 4:30pm PSTWe 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 SummaryThe 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 SupportResponsibilitiesPartner 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 planningWork within CE to identify gaps in content and educational offerings to support CE program development and scalingUse instructional design best practices to create interactive learning that enhances learner enjoyment, engagement, skill development, and knowledge retention and applicationCraft learning objectives based on learner needs and project scope; design the hierarchy, sequence, and flow of core concepts to support accomplishment of learning objectivesIdentify 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 resourcesUse 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 deliverablesDesign, create resources for, and produce company-wide learning events including Train-the-TrainerProvide 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)Qualifications1+ 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 SupportExperience 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 assetCustomer Education best practices and adult learning principles and methodsPresentation production and delivery using PowerPoint plus copywriting and scriptwritingeLearning interactive asset production (e.g., Storyline, Adobe Creative Suite) and Learning Management System (LMS) management and administration, an assetMarketing and promotion plus project coordination, an assetData collection (e.g., competitive analysis, focus group, surveys) and data analysisMicrosoft 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 RewardsCompetitive salary, quarterly and annual bonuses based on individual and company goals100% 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 discountsFocus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards