Retail Experience Training Manager (Manchester)

Job Introduction

The Retail Experience Manager is responsible for equipping our store teams with the knowledge, skills and mindset to deliver exceptional service, selling, and clienteling experiences at Selfridges. Acting as a trusted retail learning partner to our store teams,     they recommend and deliver targeted learning solutions powered by insights and feedback. Through inspiring training delivery and a relentless focus on embedding behaviours into everyday shopfloor practice, they enable teams to perform at their best, build meaningful customer relationships and deliver outstanding commercial results. You’ll be responsible for:   

Expertise and Influence:

• Represent retail learning in a core store partnership group comprising of CCSM, DMs, and relevant Store Management/teams
• Meeting regularly to review KPIs (NPS, clienteling, and learning measures) understand areas of opportunity/success and set focuses and plan of action based on each other’s areas of expertise.
• Be a visible Retail learning ambassador, providing updates on retail learning initiatives within Head Office meetings and on the shop floor, through support, coaching and visible role modelling of exceptional service behaviours
• Build capability and engagement of retail tools and learning resources (e.g. Reach and Workday), supporting Managers and store teams to embed Selfridges standards, stay informed of learning priorities, take ownership of their development
• Support the evolution of learning content, tools, and programmes, ensuring they remain relevant and effective, while using creative thinking and agile learning approaches to meet store needs where tools might be limited
• Champion a culture of learning, recognition, and progression by celebrating achievements, supporting career development, and contributing to quarterly divisional get-togethers/initiatives. 

Facilitation and Training Delivery

• Deliver a blended learning offer of different training formats to meet retail store needs (1:1, group, e-learning, briefs)
• Deliver impactful service and selling skills training with strong shopfloor application that supports conversion and sales
• Drive a culture of meaningful sign-up through insightful unlocked training

Embedding and  Follow-up

• Deliver Clienteling Onboarding and Clienteling specific training modules (Inc. Reach & Outreach) that inspire a culture of loyalty and repeat business
• Support key business activations and trading moments by providing targeted service and clienteling learning solutions enabling teams to maximise opportunities and deliver exceptional customer experiences
• Monitor training attendance and engagement and following through with managers where needed
• Use performance measures, observation and feedback to ensure learning objectives are achieved. Working with managers to reinforce and embed learning through tailored follow-up interventions—including 1:1 coaching, team briefings, observations, and feedback

Successful candidate will have:

• Proven retail sales experience with strong background in Clienteling and Selling
• Excellent facilitation and training delivery skills that drive behaviour change
• A hands-on, “floor-ready” mindset with a passion for developing others
• Confident use of data and insights to drive action and improve performance
• Strong understanding and previous use of learning tools and systems
• Excellent stakeholder management and influencing skills
• Highly organised with strong follow-through
• A curious, solution-focused mindset with a proactive approach to challenges
• Intermediate content design experience Successful candidates could be: Store Managers, Assistant Managers, Store Team Leaders, Trainers,
• This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake and department location, which may change from time to time, according to the needs of the business

Selfridges