Customer Excellence Executive (Trainer & Development)

About Us

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are the leading direct-to-consumer womenswear brand, headquartered in Singapore, with an omni-channel presence across Indonesia and Malaysia, a retail franchise in Cambodia, and are fast expanding into international markets namely Japan, Hong Kong SAR China and United States of America.

Founded in 2010, we are proudly female-founded with more than 70% female representation across our organisation, leadership and STEM roles (#girlpower!). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right!).

The Role

We are looking for an experienced educator who will be in-charge of providing top-notch training and education for the Love, Bonito customer facing group. The ideal candidate should be a great communicator with excellent public speaking skills, and a deep knowledge of the various aspects within the customer facing roles field. You will champion and spread the #LBexperience by training our team to deliver genuine, sincere, and authentic service. You will also play a key role in curating the LB retail store experience, and build brand reputation as the employer of choice for all roles within the Retail pillar.

Training

• Collaborate and align with the Retail CoE to map out various training and audit plans for upcoming stores, existing permanent & pop up stores and participate in such training to ensure local retail teams have a clear understanding of Retail Typology and Playbook to achieve operational excellence.
• Liaise with Area Supervisor, People Partner, and Captain Pixies to determine training needs and schedule training sessions.
• Prepare educational material such as module summaries, worksheets, quizzes etc.
• Design an effective training curriculum in close collaboration with various subject matter experts.
• Develop monitoring systems and deliver qualitative post-training analysis in terms of customer experience and impact on sales and loyalty growth.
• Retain existing staff through constant skills development and upgrading, ensuring that the organization has a good supply of talent for career advancement.
• Conduct customer experience evaluations to identify areas of improvement.
• Maintain a database of all training materials and attendance records, ensure that CoE is kept updated on a regular basis
• Maximize KPI results by developing and delivering key training materials to equip the team with the knowledge to bring our products to life.
• Ensure that the highest level of #LBexperience (thoughtful, authentic, caring, sisterly) is provided to customers online and offline - by recommending, inspiring and educating women what and how to wear them.
• Deal with all issues that arise from staff or customers (complaints, grievances).
• Oversee and manage training costs against budgets.

Requirements & Experiences :

• Minimum 3 years of experience in the retail industry, preferably in the fashion/female consumer sector.
• Minimum 2 years of experience in managing a retail team(s) - both front and back of house.
• Strong communication, presentation and public speaking skills, able to motivate and lead the retail team.
• Prior experience in preparing brand new training material and delivering training.
• Strong ability to get buy-in and engage your audience.
• Bachelor’s degree in business, HR, communication, education or related field.

What You Should Be :

• A passion and genuine love for people; you are a strong leader and are passionate about training, coaching, and mentoring across the organization.
• Extreme ownership and a performance-driven mindset to meet sales goals.
• The ability to storytell and build the Love, Bonito brand and reputation. Be intentional and thoughtful about the audience that you are speaking to in order to inspire and educate.
• Strong communication skills and an outgoing personality who enjoys interacting and connecting with people to build trusting relationships with all internal stakeholders.
• A self-starter, proactive, and able to adopt hands-on approach. Get it done right and fast!
• A Love, Bonito ambassador who believes in and embodies our culture and core values.