Olivia Cheng 

Areas of Expertise 

Olivia specialized in luxury retail training within luxury brands over 20 years of solid and practical experiences of training function management, people development, project management, specifically focusing on luxury Strategy and tactics management and strategies planning, to build learning support system, well capable to design and develop Best Brand Ambassador Program, to boost employee engagement and drive profitability for business impact.

Her core capabilities and experience including luxury goods advance selling skills on Fashion / High-end Jewellery & watches professionals/customer experience Journey design /History of Luxury/ Luxury business strategy/Developing foresight retail trends/ Story telling / Coaching for engagement leadership/leading change / talent development / Focus Group facilitation/ in order to meet business needs for the future challenge, Well versed in major retail top brands. Expertise in consultative luxury goods selling, exceptional customer service and customer experience management (CEM), to switch their focus from past old pattern into future indispensable behavioral scope. To transform learning focus into Sales Performance, shaping the future of retail business.

She also an certified experienced assessor, observer and facilitator, in recent years has focused on organization of people and leadership development, designed and delivered over many thousands of hours training, including TTT program/ Learning focus solution/ problem solving / accountability / leading change, constantly seeks innovative and alternative approach ways to help organizations establish learning culture & environments for Building 'Great Retail People'

Experienced work background to established Retail Academy and currently leads three different training development teams to develop training programs with different luxury brand training and retail team for business and talent development, to equip a new generation of retail managers with the critical skills and the unique specificities required for managing a luxury retail space, provide retail talent with the key to open the doors of Retail unique world to retail business.

Areas of Expertise and Certification 

  • DISC Certificated Trainer.
  • Certificate in Train The Trainer Training (Certified Professional Trainer IPMA)
  • FHH (Foundation De La Haute Horlogerie ) Train the trainer program.
  • IGI gemological training program.
  • GIA Certification.
  • Academy Du Luxe Paris - High Jewellery Professional Certification
  • MBTI / True colors Certification.
  • Action Learning (WIAL) -guided by Michael Marquardt.
  • Skill for developing leaders, solving problems building teams and transforming organizations.
  • Open space Technology (OST) - International Association Facilitators (IAF)
  • World Cafe Methodology (A Cafe Conversation is a creative process for leading collaborative dialogue, sharing knowledge and
  • creating possibilities for action in groups of all sizes.)
  • Managing Facilitated Processes-Guided by Marian Pitters - International Association Facilitators (IAF)
  • Reteaming-Solution-focused Change through cooperation-guided by Dr. Ben Furman.
  • Coaching and therapy for individuals, teams and organizations.
  • Coach Education Certificate (over 1000 hrs credits) ICF-Core competencies / business / Personal Development)
  • Appreciative inquiry, AI (International Coach Federation Taiwan) Leadership competencies.
  • AC (Assessment center) - Assessors behavioral observation training, measurement techniques, simulation exercises, multiple-processes (Statistical integration process)
  • Completed courses in Advance Customer service training.