Training, Learning and Development Specialist

7 days ago

Cambridge, Canada Raffi Jewellers Inc. Full time

**Position Overview**

We are seeking a dedicated **Training and Development Specialist** to support and elevate our training initiatives across all locations. This role is integral to the continuous development of our team, ensuring every member receives exceptional onboarding, product knowledge, and service training, particularly within the luxury watch and jewelry categories. As we evolve with a new ERP and CRM system, clientelling will remain a critical priority. The Specialist will be responsible for the rollout of consistent, structured training that enhances the client experience and supports the building of long-term client relationships through a refined understanding of luxury expectations.

**Key Responsibilities**
- Facilitate on-site onboarding, ensuring new hires receive complete training in policies, procedures, and product knowledge.
- Manage GIA training - set up employee profiles, coordinate exams, and oversee certification processes.
- Maintain and evolve the Raffi Academy Training Portal by updating content, modifying modules, and developing new, business-aligned courses.
- Liaise with brand partners to ensure Sales Associates receive current and relevant training materials.
- Deliver training on the Selling Ceremony, emphasizing elevated service, professionalism, and luxury client engagement.
- Partner with brand vendors to organize and support product knowledge sessions in person and online.
- Act as Subject Matter Expert (SME) on ERP and POS systems—resolving user issues and supporting system optimization.
- Provide POS and clientelling training to ensure confident, end-to-end system use by staff.
- Maintain training calendars, learning goals, and performance tracking tools.
- Stay current on luxury retail trends, service standards, and product developments to enhance training impact.
- Analyze client feedback to improve service delivery and support broader experience strategies.
- Support planning and delivery of events, including VIP previews and training demos.
- Create service scripts and FAQs to ensure clear, consistent messaging.
- Align training content with marketing and client communication strategies.
- Work with Store Managers and Directors to identify skill gaps and prioritize training initiatives.

**Qualifications & Experience**
- Minimum 3-5 years in a Training or Learning and Development role
- Experience with customer-facing role within luxury retail or a similarly client-focused environment.
- Proven experience in delivering training programs or instructional content in a retail or corporate setting.
- Familiarity with POS systems, CRM tools, and ERP solutions.
- Demonstrated ability to lead small teams or guide peers through structured learning initiatives.
- Strong interpersonal, communication, and presentation skills.
- Highly organized, detail-oriented, and capable of managing multiple priorities.
- Passion for client service excellence and continuous development in a fast-paced, premium retail environment.
- Collaborate with Human Resources on compliance, onboarding, and professional development programs.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program

Application question(s):

- What are your salary expectations for this role?

Work Location: In person

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