Retail Training Manager – Luxury Watch & Jewelry

About the role

The Retail Training Manager will lead the assessment, design and delivery of training programmes for retail teams across Singapore, Malaysia and Thailand. Working with a luxury watch brand, you will coach staff, ensure product knowledge excellence and drive superior customer service.

Key responsibilities

• Conduct training needs analysis and develop annual training plans aligned with business objectives.
• Design, curate and maintain training materials and coaching content.
• Deliver in‑house training sessions and provide continuous coaching to retail teams and key stakeholders.
• Collaborate with boutique managers, brand partners and external providers to ensure product knowledge and service excellence.
• Motivate teams, uphold high standards of customer service and monitor performance.
• Review mystery‑shopping results and translate insights into actionable improvement plans.
• Develop evaluation tools, analyse training effectiveness and implement data‑driven improvements.
• Prepare training reports, manage budgets and optimise training resources.
• Conduct on‑site observations of customer interactions to identify performance gaps.
• Maintain accurate training records for performance reviews and compliance.
• Provide one‑to‑one coaching to support individual development and problem‑solving.
• Oversee training operations across Singapore, Malaysia and Thailand.

Required profile

• Minimum 5 years of experience as a trainer in luxury retail; experience in the luxury watch industry is an advantage.
• Strong presentation, communication and interpersonal skills.
• Preferably certified with ACTA, ACLP or DACE.
• Demonstrated professionalism, integrity and strict confidentiality.

Required skills