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Retail Training Specialist-MEA

Ermenegildo Zegna Group
Dubai, United Arab Emirates
Closing date
21 May 2024

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Job Details


This will be a dynamic role which will cover delivering in-store coaching programs & taking up training initiatives based on the regions learning portfolio partnering with retail leaders and Zegna HQ to build capabilities through active coaching and to enhance various skills, this would also mean liaising with the merchandising team in coordination with Head of Retail-MEA to understand market trends and enhance product knowledge for the job.


  • To drive a consistent customer experience, retail performance and overall operational coordination across the directly operated Zegna Boutique network in Middle East.
  • Drive day to day business culture in the Boutiques by leveraging retail excellence & performance tools (i.e., sales reports, KPI dashboards, mystery shopping analysis, training/coaching).
  • Deliver training to teams and perform on-site coaching to improve Boutique KPIs.
  • Partner with respective Boutique Managers or Head of Retail to identify area for improvement and deliver best-in-class customer experience.
  • Work closely with HQ Direct-to-Consumer as well as cross functional teams (i.e., Merchandising, CVM and CRE).

Boutique Experience, Retail Training & Sales Coaching
  • Facilitate comprehensive onboarding sessions for new team members.
  • Oversee the training and progress of new recruits throughout their induction period, providing guidance and support as needed.
  • Collaborate with the Head of Retail to access and identify training requirements of individuals in coordination with headquarters for seamless implementation.
  • Collaborate with the merchandising team in coordination with the Head of Retail to identify/analyze market trends.
  • Keep abreast of latest developments to identify training needs and conduct sessions on product and brand knowledge, features, styling.
  • Provide guidance on effective selling techniques, product demonstrations and upselling strategies to enhance customer experience.
  • Ensure prompt completion of online training modules by monitoring progress and providing necessary assistance.
  • Conduct specialized training sessions as per company guidelines in coordination with HQ to maximize customer satisfaction.
  • Observe interactions between sales representatives and customers to identify areas for improvement and provide targeted coaching.
  • Work alongside store managers to evaluate and enhance service excellence, product knowledge, and overall customer experience delivery.
  • Organize interactive role-playing exercises to simulate challenging customer scenarios, aiding employees in developing effective problem-solving skills.
  • Deliver engaging training sessions both in-person and virtually, ensuring all participants grasp the material effectively.
  • Provide ongoing coaching and support to employees post-training to reinforce learning and skill application.
  • Maintain accurate records of training materials and modules to ensure accessibility and relevance.
  • Solicit feedback from management on training content, materials, etc. acting as a conduit to HQ to enable necessary improvements.
  • Foster teamwork and a culture of feedback, create a learning environment and growth mindset.
  • Document training activities in comprehensive reports for review by senior management and future reference.
  • Offer insights and feedback on training programs and service initiatives to HQ.
  • Evaluate the effectiveness of training initiatives and make recommendations for improvements.
  • Cultivate strong relationships with key stakeholders to ensure training programs align with organizational objectives.
  • Serve as a trusted partner in retail operations and procedures, providing expert guidance and support as needed.
Retail Performance and Excellence
  • Analyze KPI's/reports and identify/propose key actions to achieve targets and business growth per boutique.
  • Improve efficient usage of clienteling tools to support sales growth and further build customer portfolio management across the Boutique network (in close collaboration with the local CVM).
  • Elevate the retail team's customer-centric approach and selling ceremony (together and in close collaboration with HQ training team).
  • Coordinate communication across retail teams to ensure efficient and consistent implementation of operational tools & guidelines (i.e., retail operations guideline, Boutique policies & procedures, clienteling/CRM tools).
  • Support regional consolidation of reports as well as presentations to HQ.


Education/ Qualification
  • Bachelor's degree in human resources, business administration, retail management or similar.
  • 2 to 5 years' experience of working as a Retail or Sales Trainer
  • Strong background in retail operations with significant experience working in various roles within the luxury retail industry.
  • Previous experience in delivering sales, service, and product training within a luxury retail environment.
Functional Skills & Specific Knowledge
  • Excellent interpersonal and communication skills.
  • Proficiency in English is required with fluency in Arabic a plus.
  • Demonstrates proficiency in analytical thinking, strategic planning.
  • Highly organized and strong time management abilities.
  • Effective presentation skills.
  • Proven track record of autonomy and self-management.
  • Motivational and inspiring.
  • Proficient in managing the entire training cycle, including hands-on facilitation, and leveraging e-learning platforms for comprehensive learning experiences.
  • Adaptable and flexible in rapidly changing and dynamic retail environments
  • Demonstrates initiative and self-motivation.
  • Achievement Drive
  • Building Relationships
  • Empathy
  • Serving Customers
  • Team Working


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