Retail Training & Performance Manager

JOB SUMMARY As a Retail Training and Performance Manager in the luxury retail sector, your primary responsibility is to design, implement, and oversee comprehensive training programs to enhance the skills and knowledge of retail staff. You will play a crucial role in ensuring that the team delivers an exceptional and personalized customer experience, aligning with the brand's image and values. This position requires a deep understanding of luxury retail, excellent communication skills, and a strategic approach to talent development. ROLES & RESPONSIBILITIES Training Program Design and Implementation: Develop and execute training programs for retail staff, including sales associates, managers, and support staff. Create content that focuses on product knowledge, brand history, customer service, and selling techniques specific to the luxury retail environment. Propose, plan and manage annual training budget for your market and monitor its expenses Defines, with marketing teams, the calendar for each semester of the year, including launches and campaigns. Update the work plan, including special promotions. Defines the necessary resources for each training (Gifts, decoration, materials, etc.) Ensure training materials align with the brand's image and values. New Hire Onboarding : Design and deliver orientation programs for new hires, ensuring they quickly assimilate into the luxury retail culture. Facilitate introductions to brand history, product lines, and customer service expectations. Adapt and execute the new hire induction program and work with Senior Retail Manager / Area Managers to ensure impactful onboarding journeys. Sales Techniques and Customer Service Excellence : Train sales associates on effective selling techniques, relationship-building, and personalized service delivery. Monitor and evaluate customer interactions to provide constructive feedback and coaching. Coordinate field visits to verify the knowledge of the BA, Scent specialist and Area manager, as well as learn first-hand about their needs and opportunities. Ongoing Skills Development : Identify skill gaps among retail staff and implement ongoing training initiatives to address these gaps. Stay updated on industry trends and incorporate relevant training modules to enhance staff expertise. Select and manage external training suppliers to carry out defined training programs where necessary Plan and implement projects to support retail learning e.g. retail seminars, retail recognition programs, store teambuilding, etc. Performance Metrics and Evaluation : Establish key performance indicators (KPIs) for retail staff and implement metrics to measure the success of training programs. Conduct regular evaluations and assessments to track individual and team performance improvements. Technology Integration : Utilize technology, such as e-learning platforms and virtual training tools, to enhance the effectiveness of training programs. Stay informed about and integrate innovative training methods. Participate in the selection and distribution of uniforms to have a homogeneous image at points of sale : Controles the uniforms’s stock including the BA name tag. Participates in the delivery of uniforms nationwide. QUALIFICATIONS Bachelor’s degree in a related field (e.g., Business, Retail Management). Minimum 8–10 years of extensive experience in Learning & Development, Coaching, Training, or Mentoring, including significant managerial experience in the Perfumery and Luxury Retail industry. Proven expertise in developing high-performing teams, designing and implementing learning strategies, and driving people development initiatives. Proven experience in training and development, preferably in luxury retail. Strong understanding of luxury retail trends, customer behaviors, and market dynamics. Strong business acumen with field coaching experience in luxury retail industry Energetic and pays attention to details Excellent planning, presentation and communication skills Ability to design, deliver, and evaluate training programs. Passion to develop, motivate and help others achieve performance goals Familiarity with e-learning platforms and other training technologies. Analytical skills to assess training effectiveness and make data-driven decisions. Fluent in English and Thai/ Chinese is a plus. Creative and able to think out of the box Ability to manage projects from initiation to successful execution. Capacity to work under pressure, manage multiple projects simultaneously, and meet deadlines. Highly collaborative, team-oriented, with a proactive and entrepreneurial mindset. 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