Manager, Global Education & Client Experience at TATCHA

San Francisco, California (HQ)Full-timeEducation + EventsPosted about 2 months ago

About the Role

<div class="content-intro"><h2>Who We Are</h2> Tatcha is a skincare brand rooted in timeless Japanese wisdom, offering transformative yet kind-to-skin formulas that marry Japanese botanicals with clinical ingredients. Our formulation philosophy is informed by the Japanese concept hinou dokon, which means “skin-mind same root”—an acknowledgement of the powerful connection between the skin and the brain. Guided by the mission to care for people through their skin, Tatcha takes a holistic approach to skincare from concept to formulation to clinical evaluation, offering skincare rituals that benefit both skin and mind, while emphasizing the importance of mindfulness to skin health.</div>Job Summary We are looking for a passionate education professional with strong luxury retail and client experience expertise to support the development and execution of Tatcha’s global education programs and learning experiences. As part of the Global Education team, this role will develop education programs, tools, and resources that enable teams and retail partners around the world to bring Tatcha’s product expertise, skincare philosophy, and luxury standards to life. The Global Education & Client Experience Manager will develop global education content and toolkits while bringing expertise in luxury client experience, retail service excellence, and selling behaviors. This includes creating curricula, playbooks, selling guides, service protocols, consultation tools, and elevated service experiences for department stores and retail partners. This role will work closely with Sales, Marketing, Product Development, and regional Education teams to support the development, rollout, localization, and execution of education and client experience programs across global markets. Key Responsibilities Global Education Curriculum Development <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Develop and deliver education programs supporting product launches, skincare expertise, luxury selling, brand storytelling, client experience, and retail execution.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Create engaging curricula and learning tools including facilitator guides, training presentations, digital learning, videos, how-to guides, selling guides, and client consultation resources.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Apply adult and experiential learning principles to create engaging and effective education experiences.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Maintain and evolve education content based on business priorities, product launches, retail needs, learner feedback, and client expectations.</li> </ul> Global Toolkits, Playbooks & Market Enablement <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Maintain and manage global education toolkits, playbooks, training resources, and client experience materials.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Partner with Regional Education teams to support the rollout and consistent execution of education materials across markets and retail environments.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Gather market feedback and identify opportunities to improve education tools and resources.</li> </ul> Client Experience & Luxury Service Excellence <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Bring expertise in luxury client experience, retail service excellence, and elevated selling to the Global Education team.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Develop client experience tools including service protocols, selling service models, consultation methodologies, service menus, and experiential selling resources for department stores and retail partners.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Translate Tatcha’s skincare philosophy and ritual into clear service standards and behaviors that support discovery, personalization, and meaningful client relationships.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Partner with Sales and Marketing to support the continued evolution of the client journey and connection between education, service excellence, and commercial performance.</li> </ul> Facilitation & Training <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Deliver engaging product, service, selling, and client experience education to Beauty Advisors, brand ambassadors, retail partners, internal teams, and regional Education teams.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Coach retail teams on consultation techniques, luxury selling behaviors, product recommendation, storytelling, and service excellence.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Support train-the-trainer experiences and provide regional teams with the tools and guidance needed to cascade Tatcha education within their markets.</li> </ul> Cross-Functional & Global Partnership <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Collaborate with Sales, Marketing, Product Development, Product Marketing, and Regional Education teams to support education priorities and product launches.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Partner with international and retail teams to understand market and retailer needs and translate insights into relevant education and service solutions.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Support consistent representation of Tatcha’s education and client experience across retail, events, activations, and other consumer-facing touchpoints.</li> </ul> Qualifications <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Bachelor’s degree and 5+ years of relevant experience, including experience in beauty, skincare, luxury, or retail; luxury department-store experience, particularly in international markets, strongly preferred.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience developing and delivering education for global field sales teams, Beauty Advisors, and/or retail partners, including product knowledge, skincare application, consultation, selling behaviors, and client experience.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience developing luxury selling and service tools, client service protocols, consultation methodologies, or elevated retail experiences, ideally within a department-store environment.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Experience creating education tools including playbooks, toolkits, selling guides, facilitator guides, and digital learning content.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Strong facilitation, presentation, communication, and relationship-building skills.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Proficiency in Articulate and familiarity with LMS platforms and digital learning technologies; visual/presentation design skills are a plus.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Strong project management and cross-functional collaboration skills, with the ability to work effectively across global time zones.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Licensed Esthetician or professional skincare background is a plus.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Must be based in the San Francisco Bay Area and willing to come into the office on a hybrid schedule.</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Ability to travel approximately 25% globally.</li> </ul> The Details The expected base salary range for this position is $100,000 to $115,000. The exact base pay is determined by various factors including experience, skills, education, geographic location, and budget. This position is also eligible for participation in the company discretionary bonus plan based on personal performance and company results. Tatcha offers a competitive benefits package to eligible employees, including medical insurance, dental insurance, vision insurance, life insurance, accident insurance, critical illness insurance, disability insurance, retirement savings plans and company match, paid family leave, education-related programs, paid time off, and paid holidays. #LI-BH1<div class="content-conclusion">Tatcha is committed to inclusion and belonging to drive its business results and create a better future for all employees, global consumers, partners, and communities. If you are an individual with a disability and need an accommodation in order to apply for a job listing, please contact us at <a href="mailto:[email protected]" target="_blank">[email protected]</a>. Applicants and employees are protected from discrimination under Federal law. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment during normal business hours at establishment by appointment. Equal Opportunity Employer/Protected Veterans/Individuals with Disability. Protect yourself against fraud and identity theft. It is always recommended to apply to our open positions directly via our career page located at www.tactcha.com/careers. Tatcha will never ask applicants for their financial or banking information prior to hire. If you have questions, please reach out to us directly at <a href="mailto:[email protected]">[email protected]</a>. Note: This job description is not exhaustive and may be amended to include other duties as assigned by the management team.</div>

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