The Training Manager for Singapore and Malaysia is responsible for designing, implementing, and driving impactful learning and development strategies that elevate retail excellence and client experience within the luxury Watches & Fine Jewelry (WFJ) category. This role partners closely with retail leadership to ensure all team members embody the brand's heritage, craftsmanship, and service standards.
Key Responsibilities
1. Training Strategy & Execution
- Develop and execute a comprehensive training roadmap aligned with business goals across Singapore and Malaysia markets
- Deliver engaging onboarding programs for new hires, ensuring strong immersion into luxury WFJ standards
- Continuously assess training effectiveness and refine programs based on performance metrics and feedback
2. Retail Excellence & Client Experience
- Coach retail teams to deliver exceptional, personalized client experiences in the luxury WFJ space
- Reinforce selling ceremonies, storytelling, and product knowledge to enhance conversion and client loyalty
- Conduct regular store visits to observe, support, and elevate in-store performance
3. Product & Brand Knowledge
- Lead training on watches and fine jewelry collections, craftsmanship, materials, and heritage storytelling
- Ensure teams are consistently updated on new launches, high jewelry pieces, and category-specific initiatives
- Embed deep expertise in diamonds, gemstones, watchmaking, and luxury retail standards
4. Leadership Development
- Partner with store leaders to strengthen coaching and people development capabilities
- Identify high-potential talent and support succession planning through targeted development programs
- Facilitate workshops on leadership, communication, and team engagement
5. Cross-Functional Collaboration
- Collaborate with regional and global L&D teams to align training frameworks
- Work with HR and Retail leadership to support performance management and employee engagement initiatives
- Adapt global training materials to suit local market nuances
Key Requirements
- Bachelor's degree or equivalent experience
- 5-8+ years of experience in training, learning & development, or retail operations, with a strong focus on luxury Watches & Fine Jewelry (WFJ)
- Strong facilitation, presentation, and coaching skills
- Proven ability to influence stakeholders and drive behavioral change
- Solid understanding of diamonds, gemstones, and/or watchmaking is highly preferred
- High level of emotional intelligence and cultural awareness
- Willingness to travel across Singapore and Malaysia
Core Competencies
- Client-centric mindset with a passion for luxury WFJ
- Strong communication and storytelling ability
- Strategic thinking with hands-on execution
- Deep appreciation for craftsmanship, heritage, and product excellence
- Adaptability in a fast-paced, dynamic environment
Success Metrics
- Improvement in retail KPIs (conversion, ATV, client retention) within the WFJ category
- Training participation and effectiveness scores
- Employee engagement and retention rates
- Strength of leadership pipeline within stores
