Retail Learning Manager, Singapore

Retail Learning Manager, Singapore & Malaysia

The Retail Learning Manager will lead a team of Field Coaches, in addition to being dedicated to an area of key stores, to ensure consistent, exhibited behaviors, as they relate to client experience, client relationships and selling skills, in accordance with brand expectations, upholding our purpose, values and competencies.

Your Mission

Based in Singapore, you will partner with store and market leadership to lead the overall coaching strategy of the market. Working closely with the regional Retail Excellence team for the regional strategy, you will also develop and execute the market-wide learning strategy together with the Managing Director and the local Retail Excellence Director.

Key Responsibilities

Performance-based Coaching

• Work directly with Client Advisors and Team Managers on the sales floor, leading in the moment coaching and feedback on the client experience, relationships, selling and leadership skills & behaviors, 90-100% of the time.
• Measured by Key Performance Indicators, including (but not limited to): sales, AUR, Conversion, Mystery Shopping, Net Promoter Scores, Client relationships, clienteling and appointments

Leadership, Guidance, and Influence

Approach coaching with curiosity and optimism. Recognizing the positive contributions and progress when exhibited.

Coach, develop, and guide your team of Retail Learning Coaches to implement trainings across the stores.

Motivate and inspire the team to strive for excellence, and reach their potential, through consistent, daily behaviors.

The Coach will work with the Field Coach and Store Leaders to help develop 30-60-90 coaching plans for mid-to-low performers.

In partnership with Field Coach and Store Leaders: (1) Determine approach to drive the performance and behaviors of identified individuals, (2) 1:1 coaching on the sales, in store, and sit on one-to-one Team Manager led touch bases, (3) Monitor progress and tracking weekly, monthly, in conjunction with the 30-60-90 for each Coachee

Learning Sustainment

Ensure training programs translate to in-store, daily behaviors.

Assess post-training application and work with store leaders evolve behaviors.

Determine needs at a store and one to one employee level to target needs.

Identify sales floor based, skill building exercises and workshops to practice skills & behaviors as per Tiffany & Co. programs and resources.

Drive adoption of Tiffany Wonder eLearning platform and application of knowledge to role.

Participate and attend training sessions, to understand sustainment required in store

Retail Onboarding

Ensure adoption and application of Tiffany & Co. Client Experience and Selling expectations

Assimilation of new Retail members in role and introduction of the Brand to all new hires

Support facilitation of onboarding for designated stores on a quarterly basis.

Budget Management & Return On Investment

Manage retail learning budgets, including partnerships with LVMH House

Measure and report ROI across all learning programs.

Develop actionable insights and recommendations to continuously improve program effectiveness and commercial outcomes.

Lead and develop the Field Coaches for Singapore and Malaysia, investing meaningfully in each direct report's career aspirations through mentorship, feedback, and active advocacy for internal growth.

Coach teams on client experience, client relationship, selling skills, and brand history, heritage, and storytelling

The Retail Learning Manager should build an environment where talented individuals are inspired to excel and equipped to advance.

What We're Looking For

Minimum 8-10 years of prior retail experience in luxury environment or elevated client-related experience. Prior roles should include sales and people leadership (example: Coach, Team Manager, Store Director, Multi site / Market Business Partners)

Passion for luxury retail environments; jewelry / watch expertise is a plus

Proven track record in sales, client relationships & loyalty, leading teams, and performance-based coaching

Inspiring and trusted leader, able to guide, empower and support teams

Proven ability to partner and collaborate with headquarters and market teams to share feedback and influence store needs

Ability to assess retail KPI’s and their correlation to coachable behaviors.

Organized and efficient, with experience in driving change, tracking results and behavior impact

Show attentive listening with interpersonal skills and communicative optimism

Ability to facilitate and present, effectively communicate and influence outcomes

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