About the Job
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.

Responsibilities:

• Facilitate on-site onboarding, ensuring new hires receive complete training in policies, procedures, and product knowledge.
• Manage GIA (Gemological Institute of America) 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.
• Create SOPs and workflows to maximize efficiency.
• 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.
• Collaborate with Human Resources on compliance, onboarding, and professional development programs.
• Stay current on luxury retail trends, service standards, and product developments to enhance training impact.

Qualifications & Experience:

• Minimum 3–5 years in a Training or Learning and Development role.
• Diploma or degree in Human Resources, Organizational Development or other related field
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.

The Benefits:

• Passion for client service excellence and continuous development in a fast-paced, premium retail environment.
• Professional, sophisticated environment where team members learn and grow with extensive training programs.
• Employee discount.
• Employee health benefits paid for by the Company.
• In-house gourmet coffee.
• On-site parking available.

Our Culture
Raffi Jewellers is more than a retail employer—we are a close-knit team built on trust, excellence, and a shared passion for creating exceptional experiences. Our culture is rooted in collaboration and ownership. We support one another, encourage growth, and challenge ourselves to go beyond expectations.

We foster an environment where:

• Every team member is empowered to make an impact
• Constructive feedback and open communication are encouraged
• Small wins are celebrated, and big ideas are welcomed
• Passion for luxury and client care brings us together

Our Values
We are guided by three key values that shape how we work and serve:
Excellence: We never settle for average. We aim to exceed expectations through knowledge, refinement, and exceptional service.
Integrity: We act with honesty and transparency in all our interactions—with clients, partners, and each other.
Care: We treat clients and colleagues with genuine respect, empathy, and attention—because every detail matters.