CXG 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, CXG 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 DoingAs 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
RequirementsWhat 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.
Top Skills
What We Do
Founded in China in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.
Previously, the business comprised three separate agencies:
Albatross CX: Albatross CX captures and analyzes experience feedback from teams and customers. It helps brands stand out by providing luxury customer experiences.
Wisely insights: Wisely Insights is a customer research agency that creates customized research for premium and luxury brands. It specializes in delivering insights that positively impact its clients’ businesses.
FACE2FACE: FACE2FACE specializes in luxury retail training, coaching, and consulting. It aims to maximize and empower front-line teams and help them master the art of selling luxury.
As the needs of our clients evolved, however, and the needs of our business developed, we recognized that this approach was not as effective as it once had been. We recognized something needed to change. And so CXG was born.
