Manager, Learning & Development – Fine Jewelry

Job Purpose

As the Learning & Development Manager, this position will lead our Learning & Development initiatives and enhance the skills of our workforce selling high-end jewelry. The ideal candidate will be responsible for developing, implementing, and managing technical, product, client experience and sales-related training programs that align with our organizational goals. This role requires a strong focus on content development, colleague evaluation, and training implementation to ensure that all training efforts contribute to the overall success of the company.

Core Accountabilities

• Responsible for the development and facilitation of training solutions for the company for high-end fine jewelry.
• Design and deliver engaging training modules for new hires and ongoing development, with a focus on fine jewelry, gemstones, precious metals, and client engagement.
• Educate teams on product details including materials, craftsmanship, sourcing, and care to build confidence and credibility with clients.
• Train in luxury consultative selling techniques, storytelling, upselling, objection handling, and closing high-value sales.
• Track training effectiveness through KPIs such as conversion rates, average transaction value, and client retention.
• Designs, develops and maintains training materials for high-end fine jewelry including references/resources and materials.
• Also responsible for delivering training materials that are field-based, web-based and classroom-based.
• Understanding the unique value and significance of each client’s luxury watch and jewelry collection.
• Identify and correct areas of concern and facilitate improvement of service through new and/or revised training to increase sales.
• Utilize technical writing skills to create clear instructional materials and documentation.
• Continuously assess the effectiveness of training programs and make improvements based on feedback and performance metrics.
• Will travel for events or onsite training.
• Can develop and conduct Train the Trainer programs for Jewelry Brand Ambassadors
• Other duties as assigned.

Desirable Experience

• Typically, 7+ years with bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.
• Training knowledge in luxury fine jewelry and/or watch industry, required.
• Proven ability to build and execute Learning and Development strategies in hands-on-learning tools and content creation.
• Must have great presentation skills/inspirational and know high-end jewelry qualities and more.
• Exceptional communication, project management, and problem-solving abilities.
• Excellent organizational skills with attention to detail and the ability to manage multiple projects simultaneously.
• Excellent command of the English language, including grammar, punctuation, and diverse writing styles.
• The ability to work independently and collaboratively in a fast-paced environment and meet given deadlines.
• A passion for jewelry, timepieces and learning and development.

About Us

We’re a leading luxury retail employing nearly 630 people across the United States. At the last count we have over 56 showrooms across the US, including 24 dedicated mono-brand boutiques in partnership with brands such as Rolex, OMEGA, TAG Heuer, Tudor, Grand Seiko and Breitling plus three e-commerce websites.

Our success is based on strong, long-standing partnerships with the most prestigious luxury watch brands and fine jewelry, supported by impactful marketing and powered by leading-edge technology to provide our clients with a modern, distinctive luxury experience. This is underpinned by our people, who are highly trained and motivated to deliver exceptional client experience while building inclusive teams.

Our clients love us for our exceptional client experience, expertise, and approachability. Our clients are at the heart of everything that we do – we love to wow our clients and make every interaction with us special and memorable.

Rewards

In return for your commitment to excellence, we offer:

• Competitive earnings
• Benefits including medical, dental, life & disability
• Comprehensive, ongoing training
• Career growth potential
• Generous staff purchase discounts