Retail Sales Officer

To drive sales capability, customer experience and retail performance across the region by building product expertise, selling skills, leadership capability and consistent execution across jewellery stores.

The role acts as a strategic L&D business partner to Regional Business Managers, Store Managers and Store Leadership, translating business priorities into measurable capability interventions.

Key Responsibilities

1. Business Partnership & Capability Strategy

• Partner with Regional Business Managers, Store Managers and Store Leadership to identify capability gaps impacting business performance.
• Translate sales, customer and business priorities into targeted learning interventions.
• Participate in business reviews and provide people capability insights and recommendations.
• Connect Capability Behaviour Customer Experience Business Outcome.

2. Retail Training & Sales Capability

• Design and deliver training on:
• 
  
• Jewellery Product Knowledge
• Gold, Diamond & Precious Stones
• Jewellery Styling & Occasion Selling
• Customer Engagement & Need Discovery
• Selling, Upselling & Cross-selling
• Objection Handling & Negotiation
• Customer Experience
• Conversion & Average Transaction Value
• New Product / Collection Launches
• Retail Processes & Compliance
• Conduct classroom, virtual, shop-floor and OJT interventions.
• Build practical learning using role plays, simulations, case studies and real retail situations.

3. Jewellery Product & Selling Expertise

• Build strong capability in gold, diamonds, colour stones, jewellery categories, craftsmanship, settings, collections and product propositions.
• Enable Retail Sales Officers to confidently communicate product features, benefits, differentiation and value.
• Coach teams on converting product knowledge into customer-centric selling conversations.

4. Shop-Floor Coaching & Performance Improvement

• Spend significant time on the shop floor observing customer interactions and sales behaviours.
• Conduct Gemba / store visits, mystery shopping reviews and sales observations.
• Provide structured coaching and feedback to RSOs and Store Leaders.
• Identify behaviour gaps and create individual/team development plans.
• Follow up training through reinforcement, coaching and on-the-job practice.

5. Leadership Development

• Build capability of Store Managers, Floor Managers and Team Leaders in:
• 
  
• Coaching & feedback
• Performance management
• Team engagement
• Sales leadership
• Business acumen
• People development
• Develop Store Leaders as capability multipliers and internal trainers.

6. Training Effectiveness & Business Impact

• Measure learning effectiveness using Kirkpatrick / business impact principles.
• Track training impact through metrics such as:
• 
  
• Conversion
• Customer experience
• Cross-sell / upsell
• Training certification
• Behaviour adoption