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