Retail Training & Development Manager (CS & Sales)

KOS International Limited; Hong Kong; On-site; HKD 550,000 - 850,000; Full time

Job summary

KOS International Limited in Hong Kong is seeking a Retail Training & Development Manager (CS & Sales) to partner with Jewellery teams and stakeholders to identify capability gaps and design learning solutions that support local and regional objectives.

You'll lead mystery shopper programmes to raise service standards, coach frontline sales teams in storytelling and client engagement, and monitor progress to ensure knowledge transfer and sustained performance.

Qualifications

• Bachelor's degree in HRM, Training & Development, Business Admin, or related field.
• Minimum 6 years in L&D or training in retail or service, with frontline focus.
• Experience in luxury retail/jewellery/fashion/beauty or premium service preferred.
• Flexible, proactive, team-oriented.
• Presentable and confident engaging stakeholders at multiple levels.
• Strong interpersonal, communication, coaching, and presentation skills.
• Excellent time-management and organisational abilities with multiple priorities.
• Proficient in English, Cantonese and Mandarin; MS Office and Chinese word processing.

Responsibilities

• Partner with Jewellery team to conduct needs analyses and identify capability gaps.
• Design, develop, and deliver learning solutions for local and regional markets.
• Lead internal and external mystery shopper programmes to drive service excellence.
• Coach frontline sales teams to deliver sales through storytelling and client engagement.
• Conduct post-training follow-up to ensure knowledge transfer.
• Monitor progress and evaluate programme effectiveness; share best practices with the sales team.
• Support Learning & Development Manager in daily training operations and admin.

Skills

Learning & Development

Frontline sales training

Coaching

Presentation skills

Stakeholder engagement

Time management

MS Office

Education

Bachelor's degree in Human Resources Management, Training and Development, Business Administration, or related

Tools

Microsoft Word/Excel/PowerPoint

Chinese word processing

Job description

Retail Training & Development Manager (CS & Sales)

Partner closely with internal stakeholders and the Jewellery team to conduct learning needs analyses and identify capability or performance gaps

Design, develop, and deliver effective learning solutions that support business objectives across both local and regional markets

Lead and manage internal and external mystery shopper programmes to drive service excellence and enhance the customer experience

Coach frontline sales teams to deliver exceptional sales performance through compelling storytelling, effective client engagement, and elevated service standards

Conduct post-training follow-up and provide constructive feedback to ensure the effective application of knowledge and skills in daily operations

Monitor training progress and evaluate programme effectiveness; refine learning initiatives based on evaluation results and share relevant best practices with the sales team

Support the Learning & Development Manager in managing daily training operations and related administrative activities

Requirements

Bachelor's degree in Human Resources Management, Training and Development, Business Administration, or a related discipline

At least 6 years of learning and development or training experience in the retail or service industry, with a strong focus on frontline sales and service training

Experience in luxury retail, jewellery, fashion, beauty, or other premium customer-service environments will be an advantage

Highly flexible, proactive, self-motivated, and able to work effectively as part of a team

Presentable, articulate, and confident in engaging and influencing stakeholders at different levels

Strong interpersonal, communication, coaching, and presentation skills

Excellent time-management and organisational abilities, with the capacity to manage multiple priorities in a fast-paced environment

Good command of written and spoken English, Cantonese, and Mandarin

Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint, as well as Chinese word processing