Senior Training Executive-Clienteling

Position

PURPOSE OF THE JOB

To drive service excellence and elevate client experience across the retail network by implementing clienteling training programs that strengthen emotional customer connections, enhance in-store storytelling, and build beauty consultants' confidence and ownership—ensuring consistent, premium service standards through KOS development, specialist programs, and localized training initiatives.

MAIN RESPONSABILITIES

I Clienteling & Service Excellence

• Act as the key regional contact for HQ on Clienteling curriculum and projects, including translation, localization, implementation and feedback collection of training materials, tools and processes.

• Deliver compelling and personalized brand stories to clients by integrating product knowledge, heritage, values, and sensory experience.

• Demonstrate expertise in the brand universe, including fragrance, skincare and makeup, to create immersive client experiences.

• Lead by example in applying the service framework during client interactions and promote its consistent use across teams.

II KOS & Expert Specialist Development

• Manage the full cycle of KOS development: including selection, coaching, performance tracking, daily operation and engagement to strengthen in-store service and clienteling capabilities.

• Support the rollout, communication, and implementation of the BC Expert and BC Specialist scheme and Counter Service Menu.

• Work closely with Axis team, align with business needs to monitor and follow up on the progress of expert and specialist recruitment, ensuring they can effectively enhance clients' in-store experience and achieve the national penetration rate and coverage requirement.

III Training Support & Field Implementation

• Assist in delivering clienteling modules during onboarding and ongoing training sessions (in-class and digital).

• Support the roll-out of e-learning content related to client engagement.

• Plan, conduct and coordinate structured new hire onboarding and induction training to secure consistent service quality, brand knowledge and client experience.

• Conduct field follow-ups to evaluate application of training, provide real-time feedback, and reinforce learning retention.

• Collaborate with trainers and retail managers to customize storytelling approaches based on local market insights and customer profiles.

IV Performance & Operations

• Organize and follow up on sales competition to motivate BCs to drive cross-selling, AUS, IPT and clienteling, with the aim to enhance client experience and business performance.

• Monitor training effectiveness through store visits, feedback collection, observation and data analysis, and propose actionable improvements to optimize training impact.

• Take full responsibility for managing material and incentive testers (trial products) related to your own projects, including accurately recording their inbound and outbound inventory. Strictly control their storage, distribution and use for project-related activities.

KEY FIGURES

• Turnover under responsibility: Sales Target & Ranking Target

• Budget under responsibility: According to Budget

• Direct report headcount: N/A

• Total headcount supervised: N/A

RELATIONSHIPS

• Internal: Training Team, Sales Team, Marketing Team, EC Team & BI

• External: Relevant Vendors

• Team: All Team Members

PERSON SPECIFICATION

Key competencies:

• Communication & influence

• Attention to detail

• Adaptability & Empathy

• Presentation

• Integrity and professionalism

• Passion for Retail

Technical skills:

• At least 3 years relevant working experience in retail training, clienteling, service excellence or store operations; experience in luxury / beauty retail is highly preferred.

• Fluent in Mandarin and English and in both written and oral communication

• Good PC skills and familiar with Word, Excel, PowerPoint, etc.

Profile :

• Bachelor’s degree or above

• Proven track record in delivering exceptional client experiences