Regional Training & Customer Experience Specialist
Industry:
Designer toys and collectible pieces Location:
Canary Wharf, London Job type:
Full time Permanent Working Hours:
40 hours per week About POP MART Founded in 2010, POP MART is a market-leading entertainment company and a global champion of designer toy culture. Through global artist development, IP operations, and designer toy culture evangelism, we have built an integrated platform covering the entire designer toy value chain. What to Expect POP MART is a fast-paced company with a young and multicultural team where you can expect to: Gain valuable professional experience covering the entire retail life cycle Have the opportunity to work with people from different countries and cultures in a collaborative environment Receive structured customer service, retail operations, and product training Be proactively involved in the company’s growth Receive selected POP MART toys as appreciation gifts every month Participate in a structured bonus/commission scheme in line with the company’s and the individual’s performance Engage in comprehensive training and development programs Enjoy regular team social events The Role and Candidate Our
Regional Training & Customer Experience (CX) Specialist
will play a critical role in enhancing POP MART’s employee training programs and customer experience strategies across Europe. Reporting to the Regional Operations Manager, this position is pivotal in ensuring consistent service standards and employee excellence while driving customer satisfaction and loyalty. Responsibilities Training & Development: Develop and implement comprehensive training programs tailored to the needs of each European market, maintaining alignment with POP MART’s brand standards Deliver onboarding and continuous training sessions, focusing on customer service, product knowledge, sales techniques, and operational best practices Regularly assess and refine training materials based on feedback, performance metrics, and local market needs Provide ongoing coaching and support to store teams to reinforce learning and operational excellence Customer Experience (CX) Strategy: Analyze customer feedback and performance metrics to identify opportunities for improving the customer journey across in-store and online touchpoints Develop and promote best practices for customer interaction, ensuring alignment with POP MART’s CX standards Act as a CX ambassador, fostering a customer-centric culture within the organization Implement systems for real-time customer feedback to support continuous improvement efforts Policy Development & Implementation: Create and update training and CX policies to align with company objectives and market-specific needs Ensure all policies meet local regulations and industry best practices while maintaining consistency across regions Collaborate with store managers to ensure policies are effectively implemented and adhered to Strategic Integration: Partner with HR and Marketing to align training programs with broader company initiatives Collaborate with Loss Prevention and Health & Safety teams to deliver integrated training covering security, emergency protocols, and safety standards Share key insights and recommendations with senior leadership to guide decision-making on training and CX strategies Ensure training and CX efforts support overall organizational objectives, enhancing operational efficiency and employee engagement across all regions Required Qualifications 5+ years of experience in training and development, ideally in retail, hospitality, or customer service industries Strong background in CX management, with a proven ability to enhance customer satisfaction and loyalty Fluent in English; proficiency in French, German, Italian, or Spanish is an advantage Exceptional communication and presentation skills, with the ability to engage and inspire diverse audiences Experience with e-learning platforms, Learning Management Systems (LMS), and customer feedback tools Analytical mindset with the ability to use data to drive decisions and measure training effectiveness Desirable but Not Essential Experience managing training and CX initiatives across multiple countries in Europe Familiarity with the designer toy industry or pop culture retail operations Certifications in training, customer experience, or related fields Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service, Training, and Quality Assurance Industries
Retail
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Industry:
Designer toys and collectible pieces Location:
Canary Wharf, London Job type:
Full time Permanent Working Hours:
40 hours per week About POP MART Founded in 2010, POP MART is a market-leading entertainment company and a global champion of designer toy culture. Through global artist development, IP operations, and designer toy culture evangelism, we have built an integrated platform covering the entire designer toy value chain. What to Expect POP MART is a fast-paced company with a young and multicultural team where you can expect to: Gain valuable professional experience covering the entire retail life cycle Have the opportunity to work with people from different countries and cultures in a collaborative environment Receive structured customer service, retail operations, and product training Be proactively involved in the company’s growth Receive selected POP MART toys as appreciation gifts every month Participate in a structured bonus/commission scheme in line with the company’s and the individual’s performance Engage in comprehensive training and development programs Enjoy regular team social events The Role and Candidate Our
Regional Training & Customer Experience (CX) Specialist
will play a critical role in enhancing POP MART’s employee training programs and customer experience strategies across Europe. Reporting to the Regional Operations Manager, this position is pivotal in ensuring consistent service standards and employee excellence while driving customer satisfaction and loyalty. Responsibilities Training & Development: Develop and implement comprehensive training programs tailored to the needs of each European market, maintaining alignment with POP MART’s brand standards Deliver onboarding and continuous training sessions, focusing on customer service, product knowledge, sales techniques, and operational best practices Regularly assess and refine training materials based on feedback, performance metrics, and local market needs Provide ongoing coaching and support to store teams to reinforce learning and operational excellence Customer Experience (CX) Strategy: Analyze customer feedback and performance metrics to identify opportunities for improving the customer journey across in-store and online touchpoints Develop and promote best practices for customer interaction, ensuring alignment with POP MART’s CX standards Act as a CX ambassador, fostering a customer-centric culture within the organization Implement systems for real-time customer feedback to support continuous improvement efforts Policy Development & Implementation: Create and update training and CX policies to align with company objectives and market-specific needs Ensure all policies meet local regulations and industry best practices while maintaining consistency across regions Collaborate with store managers to ensure policies are effectively implemented and adhered to Strategic Integration: Partner with HR and Marketing to align training programs with broader company initiatives Collaborate with Loss Prevention and Health & Safety teams to deliver integrated training covering security, emergency protocols, and safety standards Share key insights and recommendations with senior leadership to guide decision-making on training and CX strategies Ensure training and CX efforts support overall organizational objectives, enhancing operational efficiency and employee engagement across all regions Required Qualifications 5+ years of experience in training and development, ideally in retail, hospitality, or customer service industries Strong background in CX management, with a proven ability to enhance customer satisfaction and loyalty Fluent in English; proficiency in French, German, Italian, or Spanish is an advantage Exceptional communication and presentation skills, with the ability to engage and inspire diverse audiences Experience with e-learning platforms, Learning Management Systems (LMS), and customer feedback tools Analytical mindset with the ability to use data to drive decisions and measure training effectiveness Desirable but Not Essential Experience managing training and CX initiatives across multiple countries in Europe Familiarity with the designer toy industry or pop culture retail operations Certifications in training, customer experience, or related fields Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service, Training, and Quality Assurance Industries
Retail
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