Clienteling and Service Academy Senior Manager

Job Introduction

Are you looking for a new challenge in Selfridges that gives you the chance to get creative and use your knowledge of the business to shape our clienteling and service proposition to take it to the next level?  Looking for a company that wants to help further your career in Learning and Development as well as provide you with an exciting, inspiring and fun place to work?  

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for! 

Role Responsibility

You will establish and lead the Clienteling & Service Academy to design and deliver inspiring, engaging and effective development programmes to support the business in achieving its clienteling and service expectations and meet customer needs. You’ll work collaboratively with Retail Leadership and the Customer leadership team to understand and influence our service and clienteling expectations and will lead your team of Consultants to create and deliver effective upskilling for Team members. You will role model the expectations, coach others, set excellent standards and work collaboratively across the team and with stakeholders.

As Clienteling & Service Academy Senior Manager you will:

• Create and establish the Clienteling & Service Academy
• Drive the strategic planning of the Clienteling & Service development offer to ensure business expectations and customer needs are met, and regularly reviewed  
• Deliver defined structured programmes to support agreed areas of the business
• Design and develop digital and face to face solutions to meet business needs and maximising external insight on clienteling & service
• Utilise My Workday Learning to promote development options and create  meaningful MI
• Lead collaboration within the team, with external partners and internal Business stakeholders to deliver high quality learning experiences which meet business needs 
• Support, coach and guide the Consultant team and programme delegates to ensure a good success rate on meeting learning objectives and maximising performance
• Support the performance management and talent review process, to promote a learning culture
• Manage costs effectively and ensure confidentiality is maintained in line with GDPR and compliance requirements
• Support the wider people agenda to drive Business priorities through taking part and influencing cross-functional meetings/projects as appropriate

The Ideal Candidate

• Experienced in role modelling exceptional clienteling and service standards, with a commercial mindset 
• Experienced in designing and delivering comprehensive structured, development programmes which drive change
• Experienced in planning and delivering projects to meet and exceed business needs
• Able to translate strategy into action which meets the operational  requirements of a multi site development programme
• Collaborative, and a team player who can understand what is important to others and reach consensus
• An influential and engaging communicator across the team and with stakeholders
• Able to role model and coach others promoting a learning culture
• Driven with a high level of resilience
• Self aware  - knowing own areas of strength and development
• Focused on building external and professional insight to support the business needs
• Setting high standards in design, facilitation, planning and maintenance of Learning spaces and methods 
• An experienced, values led line manager 
• An example of our values, a trusted and respected colleague

This job is a brilliant opportunity to join a close-knit team who are incredibly passionate about taking their career in Learning and Development to the next level. If you’re looking to come into a new role and make a real impact, then this will be perfect for you.

About the Company

Our creative spirit

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. 

Our future

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences.

THE FUN STUFF 

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year.

Other benefits and rewards include:

• Generous bonus and/or commission scheme

• Discounted gym memberships

• Pension contributions 

• Annual travel pass and cycle to work schemes

• A volunteer day for all team members

• Access to a wide range of training programmes to help your career development

Selfridges