Location:
East Rutherford, NJ Reports To: Customer Experience Officer (CXO), Caratwise About Caratwise (H.
K.
Design's jewelry customization platform) Caratwise is a next-generation jewelry customization platform powered by a proprietary digital configurator and a just-in-time manufacturing supply chain. We serve retail partners through white-labeled implementations and are rapidly expanding our operational footprint. Our mission is to bring efficiency, transparency, and scalability to customised fine jewellery manufacturing and fulfilment. Role Summary We're looking for a confident, retailer-focused trainer who can turn a new jeweler into a power user and knows how to prove it. Your primary mandate is straightforward: ensure every retailer on Caratwise knows how to use the platform, uses it consistently, and gets real value. You'll lead training, build the learning resources behind Caratwise University, and use data to show what's working and what isn't. This is a hands-on role. You'll run sessions in person and virtually, build training content largely from scratch, and operate with a high degree of autonomy. You'll serve as the go-to platform expert for our retailer base and partner closely with sales on demos for prospective retailers.

Key Responsibilities
Training and Demos
• Run onboarding training for newly signed retailers, in person or virtually, so their teams are confident using Caratwise in-store and online from day one
• Deliver periodic refresher sessions to reinforce best practices and bring new store staff up to speed
• Lead training for every new feature release, so retailers understand what changed and how to use it with their customers
• Conduct product demos for prospective retailers, showing how Caratwise fits into their store experience and business Learning and Development
• Own the retailer learning program end-to-end: curriculum, session formats,



and training calendar
• Create and maintain on-demand training assets (guides, videos, quick-reference sheets, FAQs, and walkthroughs) that retailers can access anytime through Caratwise University
• Keep all content accurate and current as the platform evolves, without letting materials go stale Adoption and Impact
• Provide ongoing guidance that helps retailers understand the platform, adopt best practices, and use Caratwise more consistently
• Identify low-usage and stalled retailers, and design targeted programs to re-engage them
• Develop scalable enablement programs that drive utilization across the existing retailer base and support conversion of new retailers
• Define and track the KPIs that matter: session attendance, time-to-first-order, feature adoption, platform usage trends, and content engagement
• Report findings regularly to leadership and translate them into clear improvements to the training program Qualifications
• 3+ years of experience in training, customer success, onboarding, or enablement, ideally in a B2B, SaaS, or retail technology business
• Strong presentation and facilitation

skills:
equally comfortable in front of a store team or leading a virtual session
• Demonstrated experience creating training content, including written guides, video, slides, or e-learning
• Excellent communication skills (verbal and written): you can translate complexity into clarity for any audience, from store associates to owners
• CRM experience is required. Zoho CRM specifically is a strong plus
• Comfort with data. You can define metrics, track results, and draw conclusions from usage trends
• Willingness to travel within the US for in-person training (approximately 50%)
• Experience working with independent jewelers is a robust plus
• Familiarity with the jewelry industry, especially bridal or custom jewelry, is a plus

📌 Lead, Retail Partner (Mumbai)
🏢 H.K.Designs
📍 Mumbai