MAIN MISSION & CHALLENGES of the DEPARTMENT / TEAM / POSITION To maintain a high standard of CARE service by the company, to coach and guide on virtual consultation and live streaming skill set and transferring product knowledge and sharing on brand heritage to drive memorable and delightful customer experiences in stores. To promote and show passion in digital learning engagement To uphold the brands passion by continually sharing and remaining in great interaction with floor staff and retail team for skills improvement and achieving company business goals through field coaching Detailed Role & Responsibility Responsibilities include conducting in-store and classroom training – Product knowledge & product demonstration skill, working closely with the Training Manager on customizing and/ or localizing Global and Regional training materials, and evaluating results after each training session. Conduct field coaching to the retail team on product, skill & service protocols (70% of the time to be spent on the field) Work closely with CRM and Sales Team to identify efficiency, processes, and challenges with team members and recommend ways to overcome and improve overall store and staff performance. Maintaining optimum, upscale brand image by monitoring staff customer service skills, consultation, grooming, makeup, and store cleanliness. Store visits to observe customer purchase behavior, coach, and motivate team members at Point Of Sales to ensure the product information, sales pitch, and CARE selling journey are effectively carried out. Complete relevant training reports and provide input and feedback on training materials, coaching methods, and tools. To guide and coach BCs in all virtual consultation skill sets and live-streaming activities in stores. Sales & KPI management (NPS and Customer Service Skills) Coach the team in sales KPI (ATV, IPT, and Conversion) and schedule classes to share, guide, and coach. Feedback on the overall performance of staff to the sales team and customized best training program to improve. Work with Retail Manager, Sales & Operations Manager to train and motivate all team members to achieve store KPI and 15% NPS achievement vs. target annually. Observing, and coaching customer service and product demonstration skills on the floor to identify areas for improvement. Conduct product, make-up, and selling skill training in-store and classroom for sales conversion and achieving good NPS scores. Conduct ongoing reviews and audits on Training SOP and provide the right solution for finding improvements. People & Business Management Positive and growth mindset, excellent in communicating skills, and ability to convince the team for implementation. Ensure the successful implementation of the companys Journey and provide an opportunity for ongoing development for staff. Identify and provide feedback on competitors and/or relevant brands retail activities and experience. Good interaction and working closely with CRM and Sales Team to improve and achieve business goals and increase door productivity. Other responsibilities may be added to the above, which are consistent with the title RETAIL TRAINER Requirements Education/Degree: Diploma Background including total years of experience 3-4 years of working experience in the beauty industry with or without makeup skills. Technical skills: Power Point, Excel and Microsoft Languages: English, Bahasa Malaysia and Mandarin Soft and Leadership Skills: Selling and Customer Service skills Organizational skills, public speaking and instructional training. Must be versatile and adapt to change. Proven ability to provide guidance, instruction and product knowledge and training. Demonstrated ability to develop creative, challenging informative and fun ways to deliver training and educational information
