Assistant Training Manager

Purpose of Position

CASETiFY is one of the leading global lifestyle brands offering customizable tech accessories. We are industry leaders in trend forecasting and protecting what matters most, while fostering a community platform for creativity and self-expression.

As an Assistant Training Manager, this person will play a key role in driving retail excellence across all directly operated stores in Korea. Reporting to the Senior Retail Manager, you will be responsible for leading training initiatives focused on customer experience, product knowledge, operational standards, and team capability development. This role requires a strong understanding of retail operations, hands-on coaching ability, and a proactive approach to elevating store performance and NPS results.

Job Description

Training & Development

Lead and execute training programs for all Korea retail stores, with a strong focus on customer service and product training through both on-site and off-site sessions

Plan, develop, and continuously improve SOPs, training manuals, and educational materials related to products, operations, systems, and customer experience

Deliver product training, system training, and software training to ensure store teams are equipped with up-to-date operational knowledge

Manage onboarding and continuous learning programs for retail employees

Create and implement personal development plans for store team members to enhance skills, expertise, and career growth

Develop and manage retail staff incentive programs that effectively motivate store teams, reinforce desired behaviors, and drive overall sales and service performance

Store Performance & Operations

Conduct regular store visits and monitor training effectiveness to ensure educational content is properly implemented and maintained in stores

Analyze store performance and customer feedback to identify operational or service gaps and provide actionable improvement plans

Function as a consultant in handling escalated customer complaints and support stores in delivering appropriate resolutions

Partner closely with Store Managers and Retail Operations teams to maintain operational excellence and consistent brand standards across all stores

Customer Experience & NPS

Act as the key person leading NPS optimization initiatives and cascade customer experience strategies to all stores

Liaise with Mystery Shopper agencies to review results, identify improvement opportunities, and implement customer service action plans

Monitor customer experience metrics including NPS, mystery shopping scores, conversion, and customer feedback trends to drive continuous improvement

Cross-functional Collaboration

Collaborate with Retail Operations, HR, Marketing, VM, and regional stakeholders to support retail initiatives, campaigns, and product launches

Ensure all training initiatives align with global brand standards while adapting to Korea market needs

Requirement

5+ years of experience in retail training, retail operations, or learning & development within retail, fashion, lifestyle, beauty, or hospitality industries

Strong understanding of store operations, customer service excellence, and retail team development

Proven experience delivering customer service and product training for multi-store retail environments

Strong coaching, facilitation, and stakeholder management skills

Experience handling escalated customer issues and driving customer satisfaction improvements

Data-driven mindset with the ability to analyze retail KPIs, NPS, and mystery shopping results

Proficiency in Excel, reporting tools, LMS, and retail-related systems/software

Strong organizational skills with the ability to manage multiple projects in a fast-paced environment

Fluency in Korean and English

Willingness to travel regularly for store visits across Korea

Bonus: Experience in premium/lifestyle retail brands and multi-store operations is highly preferred