Retail Experience Specialist

Job Summary

The Retail Experience Specialist drives Beauty Advisor (BA) capability and in-store customer experience across both Watsons (modern trade) and kiosk channels.

This role focuses on improving selling behavior, product knowledge, and customer engagement to increase conversion and ensure consistent brand experience across all locations. Working in partnership with the Retail Execution Lead, this role supports the field team through structured coaching, training, and capability development.

Key Responsibilities

BA Coaching & Capability Development

• Focus Coach and develop Beauty Advisors across Watsons and kiosks through structured field visits and training sessions
• Conduct real-time coaching based on observed selling behavior and customer interactions
• Reinforce selling techniques, product knowledge, and customer engagement standards
• Support continuous improvement of BA performance through targeted coaching
  
  
  

• Design and execute ongoing BA training programs covering:
• Product knowledge
• Selling techniques
• Customer engagement
• Brand standards
  
• Ensure BAs are trained and ready prior to deployment or campaign execution
• Develop and maintain standard sales scripts and guides
  
  

• Support Retail Execution Lead in evaluating BA performance using structured scorecards
• Provide insights on BA capability gaps and development needs
• Recommend and implement coaching plans for underperforming BAs
• Track improvement in BA performance post-coaching
  
  
  

• Drive and reinforce customer experience standards across all retail locations
• Ensure consistency in:
• Customer service quality
• Grooming and professionalism
• Selling behaviors
• Brand representation
  
• Act as a guardian of brand experience through frontline coaching
  
  

• Conduct coaching visits across Watsons and kiosks aligned with field plans
• Observe customer interactions and identify experience gaps
• Provide coaching feedback and actionable recommendations
  
  
  

• Review store and kiosk performance insights (sales, conversion, feedback)
• Translate insights into coaching priorities per store
• Cascade improvement focus to BAs through coaching and follow-ups
• Monitor progress and adjust coaching approach
  
  
  

• Ensure BAs understand campaign mechanics and selling priorities
• Conduct pre-launch briefings and reinforce key messages
• Support campaign execution through coaching and reinforcement
  
  
  

• BA conversion rate (Watsons & Kiosk)
• Sales uplift post-coaching (%)
• BA readiness score
• Training and coaching completion rate
• Customer experience consistency (cross-channel)
  
  
  

• Bachelor’s degree in Business, Marketing, or related field.
  
  
  

• 2–5 years experience in retail operations, field leadership, or frontline team management
• Experience managing Beauty Advisors or retail sales staff is required
• Background in beauty, FMCG, or specialty retail is an advantage
  
  
  

• Beauty Advisor Coaching & Performance Management
• Basic Sales Reporting & Analysis
• Training Facilitation
• Strong people leadership and coaching capability
• Customer-experience driven mindset
• High accountability and execution discipline
• Clear communicator and motivator
• Comfortable with field-based, hands-on leadership
  
  
  

• Primarily field-based with regular visits across Watsons and kiosk locations
• May require extended hours during peak activations and retail rollouts