Retail Training & Development Manager (CS & Sales)

About the role

We are seeking a Retail Training & Development Manager to lead learning initiatives for our jewellery and retail teams across local and regional markets. The role focuses on designing, delivering and evaluating training programs that enhance sales performance and customer service excellence.

Key responsibilities

• Partner with internal stakeholders and the jewellery team to conduct learning needs analyses and identify performance gaps.
• Design, develop and deliver learning solutions aligned with business objectives for both local and regional markets.
• Lead and manage internal and external mystery shopper programmes to drive service excellence.
• Coach frontline sales teams on storytelling, client engagement and service standards.
• Conduct post‑training follow‑up, provide feedback and ensure knowledge transfer to daily operations.
• Monitor training progress, evaluate programme effectiveness and share best practices.
• Support the Learning & Development Manager with daily training operations and administrative tasks.

Required profile

• Bachelor’s degree in Human Resources, Training & Development, Business Administration or a related field.
• Minimum 6 years of learning and development or training experience in retail or service environments, preferably in luxury jewellery, fashion or beauty.
• Highly flexible, proactive and able to work effectively in a team.
• Presentable, articulate and confident when engaging stakeholders at all levels.
• Strong interpersonal, communication, coaching and presentation abilities.
• Excellent time‑management and organisational skills in a fast‑paced setting.
• Fluent in written and spoken English, Cantonese and Mandarin.

Required skills

• Proficiency in Microsoft Word, Excel and PowerPoint.
• Chinese word‑processing capability.