Retail Training Assistant Manager

JOB SUMMARY

The Retail Training Assistant Manager is responsible for implementing and executing retail training, coaching, and performance programs across Thailand, while supporting international markets under the guidance of the Global Retail Training & Performance Manager.

The role aims to enhance Beauty Advisor (BA) capabilities, service quality, and sales productivity through structured training, data-driven tracking, and customer experience (CX) improvements. Additionally, this position works closely with Customer Service and Retail operations to manage service recovery, maintain customer journey consistency, and drive positive brand perception via Google Reviews and customer feedback channels.

ROLES & RESPONSIBILITIES

1. Retail Training & People Development

• Conduct New BA Onboarding Training to ensure new hires embody brand values, product knowledge, service standards, and selling techniques prior to store placement.
• Deliver ongoing training programs for existing BAs focusing on advanced product knowledge, sales skills, and service excellence.
• Localize and execute global training content tailored to the Thailand market while ensuring alignment with global brand standards.
• Support international rollouts through content translation, adaptation, and facilitation as required.
• Develop and update training materials, operational playbooks, and visual learning tools to drive store performance.

2. Coaching & Field Development

• Perform in-store coaching to evaluate BA sales performance, communication skills, and adherence to brand service standards.
• Identify performance gaps, formulate targeted action plans, and track progress.
• Partner with Area Managers and Store Managers to enforce consistent service quality and achieve target outputs.
• Generate monthly coaching reports with measurable KPIs and performance metrics.

3. Training Administration, Tracking & Data Analysis

• Coordinate and monitor New Product Development (NPD) training completion across all retail stores.
• Maintain databases and dashboards tracking training attendance, sales performance, test results, mystery shopper scores, and Google Review trends.
• Analyze performance data to evaluate training effectiveness and generate actionable insights for management.
• Manage training logistics, budget control, material allocation, and related administrative documentation.

4. Customer Journey & Experience

• Collaborate with Retail, Marketing, and Customer Service (CS) teams to refine the customer journey and elevate service touchpoints.
• Monitor Google Reviews and analyze customer feedback data to identify recurring service pain points.
• Design training modules and communication tools addressing feedback themes to uplift overall CX standards.

5. Service Recovery Collaboration

• Partner with the Customer Service team to investigate and resolve service complaints involving store staff.
• Conduct root-cause analysis and implement corrective or preventive training solutions.
• Track service recovery cases and follow-up timelines to ensure customer satisfaction and issue resolution.
• Synthesize key learnings from recovery cases into future training materials and SOP updates.

6. Cross-Functional & Strategic Collaboration

• Align training strategies with sales and customer objectives alongside Retail, HR, Marketing, and Global Training teams.
• Support retail events, product launches, and team engagement initiatives.
• Participate in regional and global meetings to present local market insights and data-driven findings.

QUALIFICATIONS

• Bachelor’s degree in Business, Retail Management, Communications, or related field.
• 3–5 years of experience in retail training, coaching, or people development (luxury or premium retail preferred).
• Experience in Customer Experience (CX) management, Sales Data Analysis, or Service Recovery is an advantage.
• Strong analytical skills with ability to track, interpret, and present performance data.
• Excellent facilitation, coaching, and interpersonal skills.
• Proficient in Microsoft Office, Excel, Power BI (or similar tools), and digital learning platforms.
• Chinese communication skill (Mandarin) at intermediate level would be an advantage.
• Basic translation and interpretation ability (English–Thai–Chinese) is an asset.
• Excellent command of English and Thai.
• Highly organized, proactive, and able to manage multiple priorities independently.

EMPLOYEE BENEFITS

• 5 working day per week
• Annual Performance Bonus
• Provident Fund
• Group Health Insurance
• Accident Insurance
• Wedding Allowance
• Childbirth Allowance
• Bursary for Employee’s children, funeral assistance (parent, spouse and child)
• Financial Assistance for Fire, Flood, and Windstorm Incidents
• Language Learning Allowance (English, Chinese, Japanese)
• Dental Allowance
• Bursary for Employee’s Children
• Annual Health Check-Up
• Employee Discount Benefit (Retail Products & Service)
• PAÑPURI Onsen **(**Free of charge, with a maximum entitlement of up to four visits per month)
• Birthday Product & Service Allowance
• Flexible Wellness Benefits
• Funeral Assistance for Employee’s Pass Away
• Annual Leave, Birthday Leave