Retail Training Manager

Determinant (Hong Kong) Limited; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Job summary

Determinant (Hong Kong) Limited seeks a senior trainer to scale retail capability across 10 stores in Hong Kong with APAC support. You will own end-to-end training systems translating brand storytelling into frontline behaviours, tools, and coaching routines.

Lead onboarding, product storytelling, and objection handling to ensure customer-safe, premium service. Responsibilities include designing programs on brand identity, service excellence, selling skills, and product knowledge; delivering

Qualifications

• 5+ years in retail training, field coaching, retail operations, or retail excellence.

Responsibilities

• Build, maintain, and roll out the DET Retail Customer Journey Playbook.
• Define and standardize rituals: hosting, greeting, fitting room, packaging, service tone.
• Create store tools: talk-tracks, checklists, rubrics, examples for managers and teams.
• Conduct store visits and follow-up actions to reduce variance across stores/markets.
• Design and deliver training on brand storytelling, service excellence, selling, and product knowledge.
• Lead onboarding to ensure day-one readiness and fast integration into brand standards.
• Develop libraries for objection handling (price, care, durability) with confident brand voice.
• Coach Store Supervisors and Shop Managers to become training multipliers; embed coaching templates.
• Measure training impact via observations, customer feedback, and KPIs; provide coaching adjustments.
• Provide approved language and quick-reference materials to avoid over-claiming.
• Collaborate with Marketing, Product/Merchandising, HR, and Retail Ops; APAC travel up to 10%.

Skills

Retail training

Field coaching

Retail operations

Menswear

Job description

Develop and scale retail capability for Determinant in Hong Kong (10 stores), with APAC support as required (including SEA stores). Own the end-to-end training system that turns Determinant’s brand story into consistent frontline behaviours, store-ready tools, and leader coaching routines. Ensure teams deliver premium, fit-led service, credible engineered product storytelling, effortless easy-care benefits, and 360BETTER communication that is accurate and customer-safe.

Key Responsibilities

Customer Journey Playbook & “DET Rituals”

Customer journey system: build, maintain, and roll out the DET Retail Customer Journey Playbook.

DET rituals: Define and standardize non-negotiable, observable behaviours (hosting/greeting etiquette, fitting room protocol, shirt presentation, packaging hand-off, service recovery tone).

Store tools: create talk-tracks, role-play cards, checklists, observation rubrics, and “what good looks like” examples for managers and teams.

Calibration and reinforcement: conduct store visits, spot checks, and follow-up action plans to reduce execution variance across stores/markets.

Training design, delivery, and administration

Program design: develop training across brand identity/storytelling, service excellence, selling skills, and product knowledge.

Delivery: run interactive workshops, floor simulations, hands‑on demonstrations, and digital microlearning.

Training governance: maintain training documentation, records, completion tracking, and version control; refresh materials aligned to seasonal drops/campaigns and operational updates.

Onboarding

New hire onboarding: ensure day‑one readiness and fast integration into brand, service standards, and selling method.

Engineered product storytelling & objection handling

Objection handling: build and maintain value-justification libraries for common concerns (price, care, comfort, durability, versatility), aligned to a confident, understated brand voice.

Consistency controls: ensure messaging is consistent across stores and markets; close gaps via refreshers and coaching.

Leadership coaching system

Manager capability: coach Store Supervisors, ASMs, and Shop Managers to become training multipliers.

Embed tools: provide Level of Development checklists, shift routines, and coaching templates that integrate training into daily operations.

Performance monitoring & continuous improvement

Effectiveness measurement: evaluate training impact through store observations, customer feedback, and KPIs (conversion, VPT/UPT, repeat intent/CRM capture if applicable; mystery shop/service scores; fit‑related exchanges/complaints where tracked).

360BETTER enablement

Approved language: equip teams with approved claims, do/don’t guidance, and quick‑reference cards to avoid over‑claiming.

Coaching: reinforce accurate sustainability communication in role‑plays and on‑floor coaching; correct drift quickly.

Cross-functional collaboration

Stakeholder alignment: partner with Marketing, Product/Merchandising, HR, and Retail Ops to ensure training content matches brand direction and operational reality.

APAC support: support SEA doors as required with training plans, adoption tracking, and post‑launch reinforcement (up to 10% travel).

Requirements

5+ years in retail training, field coaching, retail operations, or retail excellence (menswear preferred).

Strong fit/styling and consultative selling capability; confident on‑floor coaching.

Excellent communication, presentation, and interpersonal skills.

Fluent in written and spoken English; proficiency in Chinese (Mandarin) is a plus.

Based in Hong Kong; able to work flexible hours aligned to retail trading needs (including weekends/holidays as required); APAC travel up to 10%.

You may learn about DETERMINANT atshop.detshirts.com.

Data collected will be used for recruitment purpose only and will be kept for 24 months.

All applications will be treated in strict confidence.