Aesop provides a superlative offering of skin, hair and body products developed for men and women seeking effective formulations which are supported by rigorous scientific research. Our comprehensive range is represented in a growing number of fine department and specialty stores around the world. We currently present the exciting opportunity for individuals who possess exceptional customer service skills and professionalism to join Aesop.

Role Purpose

The Retail Training & Performance Specialist has the primary responsibility to act as the key custodian of brand and customer experience, growing retail capability and driving performance within their portfolio. Through strong partnership with the Retail Business Manager, they provide targeted and timely training that is relevant to business goals and learner needs, resulting in exceptional customer experience and strong retail results.

Job Responsibilities

Finesse customer experience

Trains & coaches to bring to life the customer journey, experience & touchpoints
Educates on adaptive approaches to create inclusive experiences for a diverse customer base
Objectively observes & assesses customer experience, identifying opportunities to elevate
Plans & executes relevant, contextual & appropriate learning solutions

Elevate portfolio performance

Integrates observation, review & analysis of portfolio & team performance into daily workflow
Partners with RBM to plan & implement relevant development activities
Facilitates proactive development of self, colleagues & store teams through training, coaching & feedback
Contributes to portfolio development & succession plans, sharing objective & relevant feedback on performance

Embody brand identity

Acts as an Aesop ambassador & subject matter expert across all Aesop offerings
Role models Aesop's intention & purpose in every behaviour & action
Delivers foundational & ongoing training to foster deep understanding of Aesop brand, product, & experience
Stays up to date with Aesop's positioning in the marketplace, sharing insights across portfolio to build confidence & capability

Enable optimal learning & business outcomes

Utilises training tools, systems & techniques to deliver impactful & scalable learning outcomes
Partners with CM/D, RBM & RTM to plan & prioritise actions to meet short & long term needs
Plans & conducts regular & purposeful store visits to achieve lasting & positive impact
Upholds portfolio learning completion & maintains accurate training data

Technical Requirements (or Certification Requirements)

Degree holder with solid experience in training and development preferably gained from skin care industry
Experience in retail frontline is definitely an advantage
Proven track record in developing and conducting training programs for retail staff

Key Experience, Knowledge & Skills Required

Background in a customer and sales focused environment
Proven track record of effective in-person and virtual training facilitation
History of successfully coaching others for performance
Specialized knowledge in learning methodologies and adult learning principles
Working knowledge of skin care and skin care industry
Knowledge of hair care, body care, fragrance and home categories (advantageous)
Proven ability to analyze performance and take appropriate responsive actions
Ability to problem solve and make decisions within business boundaries
Strong written and verbal communication skills (including English)

Retail Training & Performance Specialist, Hong Kong & Macau