Senior Retail Training Manager - Clienteling & Service Academy
About the Role
We are looking for an experienced and dynamic Senior Retail Training Manager to lead and develop training strategies that elevate store performance (across all 4 locations), with a focus on Team elevation, clienteling, and the customer experience.
In this role, you will design and deliver impactful programmes on selling skills, product knowledge, and service excellence, ensuring our teams are equipped to build meaningful customer relationships. Acting as a key partner across retail, buying and membership, you’ll champion clienteling standards and ensure they are consistently embedded in everything we do.
Key Responsibilities
Strategy Development: Define and implement the retail training strategy with a strong focus on clienteling and service, aligning with business objectives to drive performance and customer loyalty.
Content Creation & Delivery: Design, develop, and deliver engaging training content, from product knowledge and sales skills to advanced clienteling practices, through workshops, digital modules, and in-store coaching.
Team Leadership & Influence: Lead and inspire your direct reports, regional training teams and retail colleagues, ensuring clienteling and service standards are role-modelled and upheld.
Performance & Data Analysis: Use KPIs, customer insights, and competitor analysis to refine training programmes, ensuring they directly impact sales growth and customer engagement.
Stakeholder Engagement: Collaborate with retail, buying, and visual merchandising teams to ensure training is integrated into all aspects of the customer journey and reflects consistent high standards.
Innovation: Continuously evolve training by leveraging client insights, feedback, and industry best practices to create innovative programmes that set us apart.
Key Skills & Qualities
Strategy and Retail programme Development: A strong Strategic mindset, with an ability to create targeted programmes aligned to improving commercial performance, increasing Customer Satisfaction and Loyalty
Clienteling & Service Expertise: Proven track record of role-modelling and embedding exceptional clienteling and service standards.
Commercial Acumen: Strong understanding of retail KPIs and the ability to link clienteling and service to sales growth and market share.
Coaching & Development: Skilled at coaching individuals to strengthen client relationships and deliver outstanding service.
Communication & Influence: Excellent communication skills, with the ability to inspire, influence, and build strong cross-functional partnerships.
Data Literacy: Confident in analysing customer data and performance insights to shape training content and delivery.
Leadership: Able to lead and motivate teams, setting high standards and fostering a culture of service excellence.
Why Join Us
This is an exciting opportunity to shape the future of clienteling and service excellence within our retail business. You’ll be part of a passionate team where your expertise in training and customer engagement will make a measurable impact—driving performance, deepening customer relationships, and supporting our growth journey.#LI-SK1
