Specialist - Field Trainer & Capability Development
INSPIRE | EXHILARATE | DELIGHT
For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM.
Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.
What you'll be doing
The Specialist - Field Trainer & Capability Development is responsible for driving frontline capability development across Brand KSA’s direct retail and distribution channels, ensuring teams are equipped with the product knowledge, selling skills, and customer engagement capabilities required to deliver exceptional customer experiences and support commercial performance. With a strong emphasis on field-based coaching and practical learning, the role focuses on translating training into effective selling behaviors through hands-on coaching, capability assessments, and targeted development interventions. The role also provides functional leadership to a network of Training Ambassadors and Champions, enabling frontline leaders to independently develop their teams and ensuring consistent capability standards across channels.
Key Responsibilities Capability Development & Training
• Conduct training needs analysis to assess frontline capability gaps, considering 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 new product launches.
• Research, gather, and localize Brand training materials in collaboration with Brand’s regional training team.
• Acquire and maintain advanced product knowledge and deliver effective product, brand, and selling skills training across direct retail and distribution channels.
• Create brand awareness at the frontline level and cascade important brand messages, product updates, and seasonal priorities. • Leverage brand digital learning tools to enhance training accessibility, engagement, and knowledge retention.
• Analyze training data and capability assessments to identify learning gaps and recommend relevant development interventions. Commercial Capability & Sales Excellence
• Develop and deliver targeted learning interventions to strengthen frontline selling capabilities, including customer consultation, product storytelling, demonstrations, objection handling, conversion, cross-selling, upselling, and clienteling.
• Partner with commercial and retail leadership to identify performance gaps and translate them into structured capability development initiatives.
• Utilize commercial performance indicators, mystery shopper findings, and customer feedback to identify opportunities for frontline capability improvement.
• 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 performance indicators. Field Coaching & Frontline Enablement
• Maintain a strong and consistent field presence across Brand KSA’s direct retail and distribution channels to ensure effective application of learning in daily operations.
• Conduct regular store and point-of-sale visits to observe customer interactions, assess selling behaviors, and identify individual and team capability gaps.
• Provide hands-on, on-the-job coaching to strengthen product demonstrations, consultation techniques, storytelling, and selling effectiveness.
• Partner with Store Managers, Supervisors, and distribution channel leaders to address identified capability gaps through practical coaching and targeted interventions.
• Support frontline teams during new product launches, promotional campaigns, and key commercial trading periods to reinforce product knowledge and selling confidence.
• Assess the application of learning in real customer interactions and provide actionable feedback to strengthen frontline effectiveness.
• Monitor progress following field visits to ensure development actions are implemented and improvements sustained. Store Leadership Enablement & Training Ambassador Network
• Develop and implement a structured coaching framework to strengthen Store Managers’ and Supervisors’ ability to independently coach and develop their teams.
• Establish, coordinate, and lead a network of Training Ambassadors and Champions across direct retail and distribution channels to support consistent knowledge transfer and frontline capability development.
• Provide functional guidance, coaching, and ongoing development to Training Ambassadors and Champions, ensuring alignment with capability priorities and brand standards.
• Coordinate and monitor training and coaching activities delivered through the ambassador network, ensuring consistency, quality, and effectiveness.
• Conduct train-the-trainer sessions and practical coaching workshops to strengthen internal coaching capabilities.
• Equip frontline leaders with the tools, knowledge, and techniques required 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. Onboarding, Product Launches & Frontline Readiness
• 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 delivery of onboarding requirements.
• Conduct product knowledge, selling skills, and practical readiness assessments to evaluate frontline capability and identify development needs.
• Ensure timely frontline readiness for new product launches, seasonal campaigns, store openings, and business expansion initiatives.
• Collaborate with Brand’s regional training team to ensure consistent product knowledge, technical expertise, and brand standards across channels.
• Monitor onboarding completion, assessment results, and time-to-readiness, recommending improvements where required. Learning Effectiveness & Capability Governance
• Conduct evaluations to assess 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.
• Provide regular updates to commercial leadership on capability progress, recurring gaps, learning effectiveness, and recommended interventions.
• Recommend new learning materials, coaching approaches, and development initiatives to support evolving business needs.
• Participate in L&D initiatives, training events, and best practice development. • Follow relevant Learning & Development policies, processes, and standard operating procedures.
• Establish scalable capability development frameworks and ways of working to support business expansion and the future evolution of the capability function. Stakeholder Collaboration & Brand Representation
• Partner with commercial leadership, Store Managers, Supervisors, and distribution channel leaders to align capability development with business priorities.
• Collaborate with Brand’s regional training team, Group Learning & Development, and People & Culture to ensure alignment of learning initiatives and capability standards.
• Promote a culture of continuous learning, knowledge sharing, and accountability across frontline teams.
• Act as a Brand ambassador at relevant internal and external events. Decision Making, Leadership & Interpersonal Skills
• Decision Making & Problem Solving: Ability to independently assess capability gaps, prioritize development needs, and recommend practical learning interventions aligned with business priorities and performance objectives.
• Influencing & Leadership: Ability to lead through influence, build credibility, and drive engagement and accountability across frontline teams, Store Managers, Supervisors, and Training Ambassadors and Champions without direct reporting authority.
• Coaching & People Development: Strong coaching and mentoring skills, with the ability to motivate, guide, and empower others to continuously develop their knowledge, skills, and performance.
• Communication & Facilitation: Strong communication, presentation, and facilitation skills, with the ability to engage diverse audiences, simplify complex information, and encourage active participation and knowledge retention.
• Stakeholder Management & Collaboration: Ability to build strong working relationships with commercial leadership, frontline teams, and cross-functional stakeholders, ensuring alignment and effective execution of capability initiatives.
• Adaptability & Emotional Intelligence: Ability to adapt coaching and communication approaches to different individuals, experience levels, and learning needs, while providing constructive feedback and managing resistance to change.
What you’ll need to succeed
Requirements Education
Bachelor’s degree in business administration, Learning & Development,
Retail Management, or a related field.
Experience
• Minimum 5 years of relevant experience in training, retail capability development, sales excellence, or frontline performance development.
• Experience within 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 in developing internal coaching capabilities and enabling frontline leaders.
• Experience working 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 English and Arabic, both written and spoken.
• Willingness to travel regularly across KSA.
What we can offer you
With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
Using GenAI in Your Application Process
To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.
We Invite All Applicants to Apply
It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.