Senior Officer - Retail Experience and Education, SHISEIDO and Drunk Elephant

The Role:
As a key member of the education function under Retail Experience & Education Team, the Senior Training Officer is responsible for providing assistance in communicating the mission and vision of Brand SHISEIDO and make sure that goals with customer obsession mindset are transformed to frontline applicable excellent behaviour to drive customer satisfaction and sales performance. Ensure company standards, policies and procedures are well-implemented among shops & counters.
 

Job Responsibilities:

• Organize and facilitate New Beauty Consultant (BC) Training Program to ensure newly recruited frontline staff are well equipped with brand culture, product knowledge, service & selling technique.
• Regularly review and enhance the New BC Training Program and materials in order to cope with the changing retail environment.
• Work closely with Retail Experience and Education sub-teams to monitor and review customer satisfaction through CX survey for generating education insight, designing and delivering training to drive customer experience excellence.
• Assist in new education module creation and delivery by providing applicable selling & service approaches, to enhance retail performance and customer experience.
• Evaluate and monitor the effectiveness and efficiency of training programs based on the feedback from internal and external customers as well as the improvement of frontline staff.
• Support overall training program coordination including prepare of training materials, logistics arrangement and administration tasks periodically.
• Handle other ad hoc projects as assigned.
   

Job Requirements:

• University graduate in business-related disciplines
• Minimum 6 years’ relevant experience in retail industry, experience in skincare / beauty brands or FMCG is an advantage
• Solid experience in delivery of training programs
• Able to work in a fast-paced environment with ability to cope with changes and handle multiple priorities
• Good team player with excellent interpersonal and communication skills
• Good command in written & spoken Cantonese & English
• Proficiency in using MS office and Chinese word processing