Key Responsibilities

1. Jewellery & Deep Diamond Capability Building (Core Accountability)

- Own capability building for retail staff across all company-owned and partner outlets.

- Lead training strategy for Diamonds, Solitaires, Studded and High-Value Jewellery, including awareness, mastery, and certification pathways.

- Identify training needs across formats, roles, employee levels, and product categories, with a strong focus on premium selling.

- Partner with external institutions and certification bodies (e.g., De Beers, HRD Antwerp, SGL) to strengthen diamond credibility and expertise.

- Ensure strong alignment between training interventions and business metrics such as conversion, ASP, ticket size, and solitaire contribution.

2. Learning Strategy, Content & Curriculum Design

Design and continuously evolve training content across:

- Product & category mastery

- Jewellery selling excellence

- Customer experience & service behaviours

- People skills, grooming, and relationship building

- Develop structured learning journeys (onboarding - upskilling - mastery).

- Prepare and deploy an annual training calendar aligned to product launches, marketing plans, and business priorities.

3. Service Excellence & Customer Experience Enablement

- Design and deliver programs focused on service excellence, empathy, trust-building, and long-term customer relationships.

- Work closely with business teams to address customer challenges and reduce service variability across stores.

- Build store manager capability in customer experience leadership, people management, retail operations, and compliance.

4. Trainer Leadership & Ecosystem Development

- Lead and develop a blended team of on-roll and off-roll trainers, ensuring high capability, engagement, and retention.

- Conduct regular reviews with trainers, publishing Training MIS and dashboards to track reach, quality, and effectiveness.

- Build strong RTM and Learning Champion ecosystems, enabling store teams to own on-the-job learning and expand reach.

- Establish clear development plans for trainers, positioning them as business enablers, not just facilitators.

5. Digital, LMS & Learning Innovation

- Drive effectiveness and utilisation of the Learning Management System (LMS) through trainers and corporate helpdesk support.

- Leverage technology and AI-enabled tools to enable scale, consistency, and on-demand learning.

- Continuously improvise on technology solutions to improve training reach, visibility, and impact.

- Integrate learning metrics into business scorecards for leadership reviews.

6. Stakeholder & Franchisee Engagement

- Work closely with Division Sales & Marketing teams, Regional Business Heads, and Regional Business Managers to identify training opportunities.

- Travel extensively across stores to:

- Seek feedback from store teams

- Understand customer and business challenges

- Liaise with franchisees and share performance insights

- Reinforce the business value of training

- Conduct quarterly reviews with RBHs to assess capability health and priorities.

7. Measurement, Governance & Budget Management

- Measure the impact of training interventions through data analysis and business feedback.

- Manage training budgets and vendor partnerships for retail training.

- Ensure timely induction and training of all new retail hires within defined quality standards.

- Oversee vendor management and third-party trainer effectiveness.

Work Experience

Drive for Results

- Demonstrates high energy, resilience, and execution excellence.

- Maintains strong focus on outcomes, quality, and closure.

Taking Ownership:

- Demonstrates accountability and follows through on commitments.

- Handles ambiguity and conflict situations with maturity and balance.

Interpersonal Effectiveness

- Builds trust with internal and external stakeholders.

- Influences across functions, regions, and hierarchies.

- Works seamlessly with HR, corporate teams, regional business teams, franchise partners, and external vendors.

Communication:

- Communicates clearly and persuasively, both verbally and in writing.

- Articulates learning value propositions and drives adoption across the organisation.

Education & Experience

- Minimum 10 + years of experience in Sales & Marketing, Retail Operations, or Human Resources.

- Strong exposure to retail capability building, training design, and delivery is highly desirable.

- Experience in jewellery, luxury, or high-involvement retail categories will be an added advantage.