Retail Training & Development Manager (CS & Sales)

Responsibilities

• Partner closely with internal stakeholders and the Jewellery team to conduct learning needs analyses and identify capability or performance gaps
• Design, develop, and deliver effective learning solutions that support business objectives across both local and regional markets
• Lead and manage internal and external mystery shopper programmes to drive service excellence and enhance the customer experience
• Coach frontline sales teams to deliver exceptional sales performance through compelling storytelling, effective client engagement, and elevated service standards
• Conduct post-training follow-up and provide constructive feedback to ensure the effective application of knowledge and skills in daily operations
• Monitor training progress and evaluate programme effectiveness; refine learning initiatives based on evaluation results and share relevant best practices with the sales team
• Support the Learning & Development Manager in managing daily training operations and related administrative activities

Requirements

• Bachelor's degree in Human Resources Management, Training and Development, Business Administration, or a related discipline
• At least 6 years of learning and development or training experience in the retail or service industry, with a strong focus on frontline sales and service training
• Experience in luxury retail, jewellery, fashion, beauty, or other premium customer-service environments will be an advantage
• Highly flexible, proactive, self-motivated, and able to work effectively as part of a team
• Presentable, articulate, and confident in engaging and influencing stakeholders at different levels
• Strong interpersonal, communication, coaching, and presentation skills
• Excellent time-management and organisational abilities, with the capacity to manage multiple priorities in a fast-paced environment
• Good command of written and spoken English, Cantonese, and Mandarin
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint, as well as Chinese word processing

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