People Development Manager - Customer Experience & Sales Capability

AS Watson Retail (HK) Limited; Sha Tin; On-site; HKD 400,000 - 900,000; Full time

Benefits offered by this job

MTR nearby

Lunch shuttle

Medical & family coverage

Office gym

Onsite clinic & lactation room

Job summary

AS Watson Group is seeking a proactive learning & development leader to elevate customer experience and frontline capability across its retail brands. You will design learning journeys, partner with Operations, Commercial and People teams, and champion AI-enabled learning innovations to boost frontline performance.

With a data-driven approach, you will measure effectiveness, govern programs, and drive scalable capability-building across O+O channels, strengthening the link between physical and

Qualifications

• Experience in learning & development for retail or customer-focused organisations.
• Proven ability to design learning journeys, capability frameworks and training programs.
• Strong stakeholder management, facilitation and project leadership skills.

Responsibilities

• Lead customer experience, service excellence, and sales capability initiatives that drive frontline performance.
• Design learning journeys through workshops, coaching, digital learning, and capability frameworks.
• Partner with Operations, Commercial and People teams to identify capability needs and deliver targeted solutions.
• Champion learning innovation through AI-enabled tools, digital platforms, and scalable technologies.
• Apply a data-driven approach to measure learning effectiveness and improve outcomes.
• Support development of capabilities that strengthen O+O customer experience across retail channels.
• Foster collaboration across functions and business units.
• Ensure quality standards and governance across learning programs.

Skills

Learning & Development

Retail Training

Capability-building

Stakeholder management

Tools

Microsoft 365

Digital learning tools

Job description

You can enjoy:

• Convenient office location, less than 5 min. walk from MTR
• Free round-trip lunchtime shuttle bus services to Shatin
• Comprehensive Medical and Life insurance coverage, including your spouse and children
• Well-equipped Gym inside our office building
• Onsite Clinic and Lactation Room

Why This Role Matters:

At AS Watson, our people create remarkable customer experiences every day. This role plays a critical part in building the customer experience and sales capabilities that help our retail teams perform at their best. By partnering with business leaders and applying innovative, data-driven learning solutions, you will strengthen frontline effectiveness, support our O+O (Offline + Online) business model, and ultimately contribute to putting a smile on customers' faces.

What You’ll Be Doing:

• Lead customer experience, service excellence, and sales capability initiatives that drive frontline performance and business results.
• Design impactful learning journeys through workshops, coaching, digital learning, and capability frameworks.
• Partner closely with Operations, Commercial, and People teams to identify capability needs and deliver targeted solutions.
• Champion learning innovation through AI-enabled tools, digital platforms, and scalable learning technologies.
• Apply a scientific and data-driven approach to measure learning effectiveness and continuously improve outcomes.
• Support the development of capabilities that strengthen our O+O (Offline + Online) customer experience across retail channels.
• Foster collaboration as our way of working by engaging stakeholders across functions and business units.
• Ensure quality standards and governance requirements are maintained across all learning programmes.

What You’ll Bring:

• Strong expertise in learning & development, retail training, talent development, or capability-building environments.
• Proven success in developing customer experience, sales capability, or operational excellence programmes.
• A customer-focused mindset with a passion for enhancing service and commercial performance.
• Excellent stakeholder management, facilitation, and project leadership skills.
• Commercial acumen with the ability to translate business priorities into practical capability solutions.
• Experience leveraging learning technologies, digital platforms, and emerging innovations to enhance learning impact.
• A scientific and data-driven approach to evaluating effectiveness and driving continuous improvement.
• Strong collaboration skills and the ability to build partnerships across functions and teams.
• Proficiency in Microsoft 365 and digital learning tools.
• Strong communication and presentation skills in both English and Chinese.

How You Will Make An Impact:

• Elevate customer experience and sales performance across our retail businesses.
• Influence the development of thousands of colleagues through impactful capability-building initiatives.
• Drive business performance by equipping frontline teams with future-ready skills.
• Strengthen the connection between physical and digital customer journeys within our O+O business model.
• Create sustainable learning solutions that support growth, innovation, and long-term organisational success.

What is holding you back?

Grasp this opportunity and don't let this great chance to shape your life slip away!

We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant/ similar posts within the AS Watson Group.

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• What's your expected monthly basic salary?

Pharmaceuticals, Biotechnology & Medical Devices More than 10,000 employees

AS Watson Group, the world's largest international health and beauty retailer, is operating over 17,000 stores under 12 retail brands in 31 markets, with over 130,000 employees worldwide. For the fiscal year 2025, AS Watson Group recorded revenue of US$26 billion. Every year, we are serving over 6 billion shoppers via our O+O (Offline plus Online) technology-enabled platforms. Together with our 12 retail brands including Watsons, Kruidvat, Trekpleister, Superdrug, Savers, Rossmann, Drogas, ICI PARIS XL, The Perfume Shop, PARKnSHOP, FORTRESS and Watson's Wine, we set O+O (Offline Plus Online) as the new standard for retail.

AS Watson Group, the world's largest international health and beauty retailer, is operating over 17,000 stores under 12 retail brands in 31 markets, with over 130,000 employees worldwide. For the fiscal year 2025, AS Watson Group recorded revenue of US$26 billion. Every year, we are serving over 6 billion shoppers via our O+O (Offline plus Online) technology-enabled platforms. Together with our 12 retail brands including Watsons, Kruidvat, Trekpleister, Superdrug, Savers, Rossmann, Drogas, ICI PARIS XL, The Perfume Shop, PARKnSHOP, FORTRESS and Watson's Wine, we set O+O (Offline Plus Online) as the new standard for retail.