Chalhoub Group Field Training and Capability Development Specialist

About Chalhoub Group

Founded in 1955 by Michel and Widad Chalhoub, Chalhoub Group has grown into a leading partner for luxury across the Middle East. Headquartered in Dubai, the family-owned group brings together international maisons and homegrown concepts across fashion, beauty and lifestyle, combining regional expertise with retail and distribution capabilities. As an employer, it offers career opportunities spanning client experience, brand management, merchandising, logistics and digital innovation. Its multicultural environment connects employees with the evolving expectations of luxury consumers, while its emphasis on learning, entrepreneurship and sustainability provides a distinctive setting for professionals seeking to shape the region’s luxury landscape.

Role & Responsibilities

• Assess frontline training needs and capability gaps in light of commercial performance, customer experience, and business priorities.
• Create, communicate, coordinate, and implement an annual capability and training calendar aligned with business objectives, seasonal priorities, and product launches.
• Research, gather, and localize brand training materials with the brand’s regional training team.
• Build and maintain advanced product knowledge; deliver product, brand, and selling-skills training across direct retail and distribution channels.
• Build brand awareness among frontline teams and cascade key brand messages, product updates, and seasonal priorities.
• Use brand digital learning tools to improve training accessibility, engagement, and knowledge retention.
• Analyze training data and capability assessments to identify learning gaps and recommend development interventions.
• Develop and deliver learning interventions covering customer consultation, product storytelling and demonstrations, objection handling, conversion, cross-selling, upselling, and clienteling.
• Work with commercial and retail leadership to identify performance gaps and translate them into structured capability initiatives.
• Use commercial performance indicators, mystery shopper findings, and customer feedback to identify frontline capability improvements.
• Support commercial priorities by strengthening selling effectiveness, product-category penetration, and customer engagement.
• Monitor the impact of capability interventions on frontline productivity, customer experience, and relevant commercial indicators.
• Maintain a consistent field presence across the brand’s direct retail and distribution channels to support the application of learning in daily operations.
• Visit stores and points of sale regularly to observe customer interactions, assess selling behaviors, and identify individual and team capability gaps.
• Provide hands-on, on-the-job coaching in product demonstrations, consultation techniques, storytelling, and selling effectiveness.
• Partner with Store Managers, Supervisors, and distribution channel leaders to address capability gaps through practical coaching and targeted interventions.
• Support frontline teams during product launches, promotional campaigns, and key trading periods to reinforce product knowledge and selling confidence.
• Assess the application of learning in customer interactions and provide actionable feedback.
• Monitor progress after field visits to ensure development actions are implemented and improvements sustained.
• Develop and implement a coaching framework that enables Store Managers and Supervisors to coach and develop their teams independently.
• Establish, coordinate, and lead a network of Training Ambassadors and Champions across direct retail and distribution channels.
• Provide functional guidance, coaching, and ongoing development to Training Ambassadors and Champions, aligned with capability priorities and brand standards.
• Coordinate and monitor training and coaching delivered through the ambassador network to ensure consistency, quality, and effectiveness.
• Deliver train-the-trainer sessions and practical coaching workshops to strengthen internal coaching capabilities.
• Equip frontline leaders with the tools, knowledge, and techniques to reinforce product knowledge, selling skills, and customer experience standards.
• Partner with store and channel leadership to establish development action plans and reinforce accountability for frontline readiness and continuous improvement.
• Establish and maintain structured onboarding and learning journeys for new frontline employees across direct retail and distribution channels.
• Coordinate with Store Managers, Supervisors, and channel leaders to ensure timely and effective onboarding.
• Conduct product knowledge, selling-skills, and practical-readiness assessments to evaluate frontline capability and identify development needs.
• Ensure frontline readiness for product launches, seasonal campaigns, store openings, and business expansion initiatives.
• Collaborate with the brand’s regional training team to maintain consistent product knowledge, technical expertise, and brand standards across channels.
• Monitor onboarding completion, assessment results, and time to readiness, and recommend improvements.
• Evaluate learner progress, training effectiveness, and the application of learning on the shop floor.
• Establish and monitor capability indicators, including training completion, assessment results, onboarding readiness, coaching effectiveness, and closure of identified capability gaps.
• Maintain accurate training records, capability reports, and development action plans across channels.
• Update commercial leadership on capability progress, recurring gaps, learning effectiveness, and recommended interventions.
• Recommend learning materials, coaching approaches, and development initiatives to address evolving business needs.
• Participate in Learning and Development initiatives, training events, and best-practice development.
• Follow relevant Learning and Development policies, processes, and standard operating procedures.
• Establish scalable capability-development frameworks and ways of working to support business expansion and the future development of the capability function.
• Partner with commercial leadership, Store Managers, Supervisors, and distribution channel leaders to align capability development with business priorities.
• Collaborate with the brand’s regional training team, Group Learning and Development, and People and Culture to align learning initiatives and capability standards.
• Promote continuous learning, knowledge sharing, and accountability across frontline teams.
• Represent the brand at relevant internal and external events.

Qualifications

• Bachelor’s degree in business administration, Learning and Development, Retail Management, or a related field.
• At least 5 years of relevant experience in training, retail capability development, sales excellence, or frontline performance development.
• Experience in premium retail, luxury, consumer technology, beauty, or a similar customer-facing industry.
• Proven experience in field-based coaching, on-the-job training, and frontline capability assessments.
• Experience developing internal coaching capabilities and enabling frontline leaders.
• Experience across multiple locations or retail and distribution channels is an advantage.
• Strong understanding of retail performance indicators, customer experience standards, and consultative selling techniques.
• Proficiency in written and spoken English and Arabic.
• Willingness to travel regularly across Saudi Arabia.

Skills

Experience

At least 5 years of relevant experience in training, retail capability development, sales excellence, or frontline performance development.

Education

Bachelor’s degree in business administration, Learning and Development, Retail Management, or a related field.

Benefits

Health care, child education contribution, remote and flexible working policies, and exclusive employee discounts.

Culture

Chalhoub Group combines its heritage as a family-owned business with the dynamism of the Middle East’s luxury sector, fostering a multicultural workplace rooted in collaboration and long-term relationships. Its culture emphasizes continuous learning, entrepreneurial initiative and excellence in customer experience, encouraging employees to develop their expertise while contributing to the evolution of luxury retail.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.