The COMO Group represents an integrated approach to living well, grounded in a celebration of diversity and a deep respect for authenticity. The Group's businesses extend across hospitality (COMO Hotels and Resorts), fashion (Club21, Kids21, Dover Street Market Singapore), wellness (COMO Shambhala), organic living and specialty foods (COMO Dempsey, Culina and SuperNature) and philanthropy (COMO Foundation).
Job Summary
As a Retail L&D Executive/Senior Executive, you will be a dynamic contributor to the Learning, Training & Development function within Club21, working closely with the Retail L&D Manager to ensure exceptional execution of customer experience standards, store leadership development programs, and continuous learning initiatives. This role focuses on hands-on delivery and implementation of training programs, with strong emphasis on in-store execution and direct engagement with retail teams. You will support the Retail L&D Manager in building an incredible customer experience at all retail stores through effective training delivery and program support.
Responsibilities
Support Incredible In-Store Service Experience
- Execute the Evaluate, Educate, Embed (E3) cycle under the guidance of the Retail L&D Manager, ensuring consistent service delivery across all Club21 locations.
- Deliver engaging training sessions using materials and curriculum developed for service, styling, sales, and service recovery.
- Support the implementation of learning interventions and provide on-the-ground feedback to continuously improve customer-facing roles.
- Conduct regular store visits to observe training effectiveness and gather insights for program enhancement.
Assist in Store Leadership Development
- Support Learning Needs Analyses (LNAs) by gathering data and feedback from Senior Sales Associates, Supervisory staff, and Store Managers.
- Assist in delivering leadership skill-building programs, working under the direction of the Retail L&D Manager to ensure consistent program quality.
- Help implement coaching frameworks and support store leaders in building mentoring capabilities within their teams.
- Facilitate peer learning sessions and support leadership development initiatives at the store level.
Execute Exceptional Salescraft Programs
- Deliver training programs that transform transactional interactions into personal customer service experiences.
- Facilitate both classroom and on-the-job training sessions that enhance sales performance and conversion rates.
- Support sales teams with practical coaching and feedback to improve salesmanship and customer engagement.
- Monitor and report on training effectiveness and sales performance improvements.
Apply If You Are:
- Young or Young-at-Heart, with a mindset for continuous learning and self-development: you always believe there is more to learn, and your own development is never complete.
- Reliable and Trustworthy: You mean what you say, and do what you say. You're trusted by friends and colleagues alike.
- Charismatic & Personable: You have a magnetic personality and natural energy. People like being around you, learning from you, and you thrive in people-focused roles and businesses.
- Detailed & Have High Standards: You are particular about how things are done, and strive for excellence in your own work, supporting others to achieve the same.
- Collaborative & Supportive: You work well within a team structure, supporting senior colleagues while taking initiative in your own areas of responsibility.
Prerequisites
- Minimum 4 years of experience in Training, Learning & Development, with at least 2 years in retail or customer service environments
- Professional Qualifications (preferred): Training or Learning certification (ACTA, ACLP, DACE etc), or working towards such qualifications
- Strong facilitation skills, comfortable delivering training in various environments including store floors and training rooms
- Hands-on learning professional with experience in content delivery, training facilitation, and program evaluation
- Retail, Fashion, or customer service operational experience required, with understanding of sales processes and customer journey
- Strong communication and relationship-building skills, able to connect with diverse teams and stakeholders
- Basic understanding of how technology supports learning and development in retail environments
- Demonstrated ability to work effectively in team environments while showing initiative and independence in task execution
- Results-oriented approach, comfortable working with KPIs and using feedback to improve training delivery
- Excellent verbal and written communication skills, able to engage effectively with retail teams at all levels
- Flexibility and adaptability to work across multiple store locations and adapt training delivery to different audiences
- Energy and enthusiasm for developing people and building exceptional customer experiences
