Sulwhasoo Brand Training Specialist

Role: Senior Brand Experience Executive
Job Summary
(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 improve customer satisfaction and business performance.
Principal Accountabilities
(All accountabilities of the role)
1. 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.
2. 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.
3. 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.