Glyn Emery

Progressively promoted from L&D Specialist to Interim Manager, leading learning and development strategy for Richemont’s European Client Relations Centre (CRC) supporting 9 luxury Maisons. Successfully elevated ambassador onboarding, leadership capability, and continuous learning initiatives, combining digital innovation with strategic planning to drive performance and engagement.

• Led the creation and implementation of a pan-European training strategy, aligning learning initiatives with business goals and Maison standards to optimize ambassador performance and customer experience.
• Designed and delivered a comprehensive leadership development program for CRC management, combining coaching, training, and follow-up support to enhance capability and drive operational excellence.
• Owned and managed the L&D budget, ensuring strategic allocation of resources to maximize ROI and support sustainable talent development.
• Directed a cross-functional L&D team, fostering a collaborative and high-performance environment through clear direction, feedback, and performance management.
• Spearheaded the onboarding journey for 90+ ambassadors, resulting in an 82% increase in retention and a 99% satisfaction rate through a blended learning model (60% in-person, 40% digital).
• Developed and delivered engaging digital learning content, including simulations, videos, and interactive eLearning via Articulate 360 and LMS platforms, enhancing learner engagement and knowledge retention.
• Launched advanced post-onboarding and quarterly learning programs, improving ambassador skill progression and driving a 32% increase in quality scores within three months.
• Led the successful implementation of the Ambition L&D platform, overseeing testing, stakeholder engagement, and change management to ensure seamless adoption across the CRC.
• Partnered with Maison stakeholders and senior leaders to identify training needs, analyze performance data, and tailor development journeys based on strategic priorities.
• Continuously improved L&D processes, standardizing onboarding practices, updating learning materials, and embedding data-informed insights to drive learning effectiveness and business impact.