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For Companies At a Glance
- Tasks: Lead training programs and enhance customer experience across Europe.
- Company: Join POP MART, a global leader in designer toys and collectibles.
- Benefits: Enjoy monthly toy gifts, bonuses, training, and fun team events.
- Why this job: Be part of a vibrant team shaping the future of customer experience in a creative industry.
- Qualifications: 5+ years in training or customer experience, fluent in English, and strong communication skills.
- Other info: Opportunity to work with top brands like Disney and Universal Studios.
The predicted salary is between 36000 - 60000 £ per year.
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. Besides our original and iconic IPs such as Molly, Hirono, Skullpanda, and LABUBU, POP MART collaborates with top-tier toys and lifestyle brands including Disney, Universal Studios, and Sanrio to create collectible art toys featuring their iconic characters.
POP MART has established a strong presence across key European markets, including the UK, France, Italy, and the Netherlands. As part of our strategic growth initiatives, we are focused on expanding our retail network into additional high-potential markets across Europe, continuing to strengthen our brand\’s position in the region.
For more information, please visit www.popmart.com and our LinkedIn Career page.
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
Benefits
- POP MART offers our employees:
- Selected POP MART toys as appreciation gifts every month
- A structured bonus/commission scheme in line with the company’s and the individual’s performance
- Comprehensive training and development programs
- Regular team social events
- Paid rest breaks
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.
As part of a dynamic and expanding team, you will be expected to create tailored strategies that address training and customer experience needs in each region while ensuring alignment with the company’s overall goals.
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
Regional Training & Customer Experience Specialist employer: POP MART
Contact Detail:
POP MART Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Training & Customer Experience Specialist
✨Tip Number 1
Familiarize yourself with POP MART's unique brand and its iconic IPs. Understanding the designer toy culture and the specific products will help you connect better with the team and demonstrate your passion for the industry during interviews.
✨Tip Number 2
Highlight your experience in training and customer experience management by preparing specific examples of how you've successfully implemented training programs or improved customer satisfaction in previous roles. This will show that you can bring valuable insights to POP MART.
✨Tip Number 3
Since this role involves working across multiple European markets, emphasize any multilingual skills you have. If you speak French, German, Italian, or Spanish, make sure to mention this as it could set you apart from other candidates.
✨Tip Number 4
Research current trends in customer experience and training within the retail sector, especially in the context of designer toys. Being knowledgeable about industry best practices will demonstrate your commitment to enhancing POP MART's customer experience strategies.
We think you need these skills to ace Regional Training & Customer Experience Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Regional Training & Customer Experience Specialist position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasize your 5+ years of experience in training and development, particularly in retail or customer service. Provide specific examples of how you've enhanced customer satisfaction and loyalty in previous roles.
Showcase Communication Skills: Since exceptional communication and presentation skills are crucial for this role, include examples of past experiences where you successfully engaged and inspired diverse audiences. This could be through training sessions, presentations, or team collaborations.
Tailor Your Application: Customize your cover letter to reflect your understanding of POP MART's brand and values. Mention your passion for the designer toy culture and how your background aligns with their mission to enhance customer experience across Europe.
How to prepare for a job interview at POP MART
✨Show Your Passion for Designer Toys
Make sure to express your enthusiasm for designer toys and collectible pieces during the interview. Share any personal experiences or collections you have, as this will demonstrate your genuine interest in the industry and align with POP MART's culture.
✨Highlight Your Training Experience
Prepare to discuss your previous experience in training and development, especially in retail or customer service. Be ready to provide specific examples of training programs you've implemented and how they improved employee performance and customer satisfaction.
✨Demonstrate Customer Experience Knowledge
Familiarize yourself with best practices in customer experience management. Be prepared to discuss how you would analyze customer feedback and implement strategies to enhance the customer journey, showcasing your analytical mindset.
✨Cultural Awareness and Language Skills
Since the role involves working across various European markets, emphasize any language skills you possess and your ability to work in multicultural environments. Share experiences where you've successfully collaborated with diverse teams to achieve common goals.
