Position Overview

We are seeking a dedicated Sales, Onboarding, and Luxury Brand Trainer 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 sales training within the luxury watch and jewelry categories. As we evolve with a new CRM and POS system, clientelling will remain a critical priority. The Trainer 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. Maintain and evolve the Raffi Academy Training Portal by updating content, modifying modules, and developing new, business-aligned courses using Articulate Rise. 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. Manage GIA (Gemological Institute of America) training - set up employee profiles, coordinate exams, and oversee certification processes. Provide POS and clientelling training to ensure confident, end-to-end system use by staff. Act as Subject Matter Expert on CRM and POS systems—resolving user issues and supporting system optimization. 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.

Minimum 3-5 years in a Sales role

Diploma in Human Resources, Organizational Development, Sales 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 Articulate Rise. 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

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.

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.

Join a team providing exceptional service to their discerning clientele while growing your career in the exciting world of luxury retail!

Raffi Jewellers promotes fair and equitable recruitment practices. Accommodations are available upon request for Candidates with disabilities taking part in the recruitment process. We thank all applicants for their interest in this position but will only contact those selected for further consideration.

Projected salary range $70,000 to $80,000 depending on experience.

We do not use automated tools, including artificial intelligence, to support parts of our recruitment process such as application screening. All hiring decisions are reviewed by a human.

This job posting is for a current vacancy.