← AMOREPACIFIC Vietnam Company Limited
Sulwhasoo Brand Training Specialist
AMOREPACIFIC Vietnam Company Limited · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Other
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- (Main objective(s) / purpose(s) of the role)
- The Brand Experience Specialist drives customer experience and retail excellence through engaging capability development, field coaching, and customer insight-led initiatives. Acting as a facilitator, coach, and customer experience advocate, this role partners closely with retail teams to strengthen selling capabilities, enhance service quality, and transform customer insights into actions that…
- Principal Accountabilities
- (All accountabilities of the role)
- Learning & Capability Development (35%)
- Design and facilitate engaging, customer-centric learning programs covering brand knowledge, product expertise, consultation techniques, service excellence, and selling capabilities.
- Create inspiring and interactive learning experiences that encourage active participation, collaboration, reflection, and peer-to-peer knowledge sharing.
- Foster a learner-centered environment where Beauty Advisors contribute insights, best practices, and real-life experiences, transforming learning into a meaningful exchange rather than passive knowledge transfer.
- Act as a facilitator and coach, guiding Beauty Advisors to explore, discover, and apply solutions that enhance both customer experience and business performance.
- Support onboarding, certification, and continuous capability development initiatives for retail teams.
- Measure learning effectiveness and translate business needs, field observations, and customer insights into relevant development solutions.
- Field Coaching & Retail Excellence (35%)
- Conduct regular store visits to observe customer interactions, identify coaching opportunities, and strengthen frontline capabilities through on-the-job learning.
- Partner with Beauty Advisors and retail leaders to bridge the gap between training and execution, ensuring learning is translated into consistent behaviors and results at the point of sale.
- Coach teams on customer consultation, relationship building, service excellence, storytelling, and selling effectiveness through real customer situations.
- Provide timely feedback, meaningful reflection, and practical action plans that support individual development and performance improvement.
- Monitor retail execution and customer journey standards across stores, identifying opportunities to enhance both customer experience and commercial performance.
- Share best practices and success stories across the retail network to foster a culture of continuous learning and retail excellence.
- Collaborate with retail management to address performance gaps and support improvement initiatives based on business priorities and customer insights.
- Customer Experience & Insight Activation (30%)
- Collect and analyze customer feedback from multiple touchpoints, including customer complaints, surveys, store visits, and mystery shopping activities.
- Monitor and follow up on customer complaint cases to ensure effective resolution and a positive recovery experience.
- Identify customer pain points, share insights with relevant teams, and recommend improvement actions to enhance customer satisfaction and loyalty.
- Lead customer engagement activities such as workshops, events, livestreams, and experiential programs.
- Translate customer and market insights into initiatives that continuously improve service quality, retail excellence, and business performance.
Benefits
Training
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