Learning & Development Consultant- Client & Services

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

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

Read on to find out how you can play your part in Reinventing Retail… 

Role Responsibility

The Clienteling and Service Academy sits within our Learning and Development function, which provides Clienteling and service training to upskill our Retail Team Members. Our training solutions empower our team members to help build and maintain excellent client relationships, while maximising digital solutions to offer exceptional customer experiences. Our Clienteling and Service Academy is a pivotal team which forms part of our wider Learning and Development team.

As a  Learning & Development Consultant- Client & Services, you will design and deliver a range of service training programmes to enable Team Members to confidently build and maintain ongoing client relationships. This role will support our Retail Team Members across all of our stores to help drive positive change and successfully embed a Clienteling culture at Selfridges.

You’ll work collaboratively with retail and other stakeholders across the business to coach and develop our team members through blended learning solutions which are aligned to our company values and underpinned by our service expectations. ​

As a Learning & Development Consultant- Client & Services you will:​

• Plan and coordinate our Clienteling & Service learning offer to meet business needs and expectations ​
• Deliver defined structured programmes and learning solutions through excellent facilitation and coaching of individuals and teams in support of our clienteling and service expectations ​
• Facilitate our learning solutions; keeping our team members and customers at the fore; to further inspire our team members to foster a Clienteling culture
• Design and develop flexible solutions which utilise clienteling and service insight and expertise ​
• Maximise and promote use of My Workday Learning and use data and insight to drive decision making   ​
• Collaborate within the wider team and with Business stakeholders to deliver seamless, high quality learning experiences across locations and digitally as required   ​
• Support the performance management and talent review process, to promote a learning culture ​that is centred on clienteling
• Ensure confidentiality is maintained in line with GDPR and compliance requirements​
• Support the wider people agenda to drive business priorities through taking part and collaborating in cross-functional meetings/projects as appropriate​

The Ideal Candidate

• Experienced. You will have experience in designing and delivering a range of Learning and Development solutions within a retail environment, with a detailed focus on clienteling and service standards ​
• Passionate. You will be passionate about driving and enabling our team members development, and feel motivated to deliver meaningful training solutions that will equip our team members to execute our Clienteling service proposition in line with the business goals and expectations.
• Customer centric; our Clienteling and Service Academy supports the training and development of our Team Members to build long lasting and meaningful relationships with our customers; keeping them at the fore of all of our academy learning initiatives
• Experienced in delivering learning and development solutions in digital ways alongside face to face, design would be desirable​
• Have a good understanding of each element of the ‘training cycle’. ​
• Planned and organised in your approach ​
• A natural facilitator, assured in sharing your knowledge and supporting others to learn, promoting a learning culture that is centred on clienteling
• Commercial and business savvy; you will have a strong understanding of retail within the luxury sphere
• Collaborative, engaging and able to influence others    ​
• Confident in sharing and owning feedback across the team and with delegates where relevant  ​
• Self-starting with a high level of resilience and attention to detail ​
• Able to problem solve to drive results ​
• Self-aware - knowing own areas of strength and development ​
• Continuously building your expertise in clienteling, service, design, facilitation, planning and maintenance of Learning spaces and methods  

About the Company

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

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. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges