CX Trainer - Freelance (Australia)

The company is expanding, and we’re currently looking to hire a Freelance Customer Experience Trainer in Australia with hands-on experience training frontline retail teams in the beauty , luxury watch , and fine jewellery sectors.

Who We Are

Founded in 2006, the company began with two entrepreneurs and has grown into a global experience consultancy serving over 200 of the world’s most iconic premium and luxury brands . With 12 offices across four continents and operations in 70 countries, our 160+ professionals work together to elevate customer experience and bring brand promises to life.

What You Will Be Doing

As a CX Trainer, you will be part of a high-energy, collaborative environment, helping our luxury clients build meaningful, memorable retail experiences through powerful, practical training.

Key Responsibilities

• Understand client learning needs and tailor training to drive impact and relevance

• Collaborate with Project Managers to define training goals, schedules, and session formats

• Deliver engaging in-person and online training sessions (workshops, coaching, retail programs)

• Create dynamic, interactive environments through storytelling, gamification, and real scenarios

• Coach frontline staff on service behaviors, mindset, emotional intelligence, and luxury selling

• Adapt training content to reflect the cultural nuances and customer profiles of key Australian cities (e.g., Sydney, Melbourne, Brisbane, Perth) to ensure local relevance and resonance

• Offer actionable feedback and support post-training to reinforce learning

Requirements

What You Will Bring

• Proven on-ground training experience in luxury beauty , fine jewellery , or watchmaking retail

• Minimum 5+ years of experience in service excellence, client experience (CX), or learning & development

• Confident in designing and delivering classroom/online training, on-floor coaching, and experiential workshops

• Expertise in topics such as coaching, retail team management, luxury service , clienteling/CRM , emotional intelligence , and brand storytelling

• Proven ability to develop or localize training materials based on cultural and regional context

• Excellent communication skills in English; ability to speak additional languages is a plus

• Content creation skills (PowerPoint, digital learning tools) are a strong advantage

If you are a passionate trainer with deep knowledge of luxury retail and a drive to make an impact on customer experience, we would love to hear from you.

Apply now and join us in transforming retail experiences for the world’s most admired brands.