Head of Learning Excellence
21 hours ago
As a leading organization in luxury retail, we are seeking an experienced Training Strategist to design, drive, and implement our learning and development strategy across the business with a strong focus on excellence.
This role ensures that employees embody our brand values, deliver exceptional customer experiences, and continuously upskill to meet evolving business needs. The individual will be responsible for managing training programs across product knowledge, client handling, soft skills, leadership development, and compliance, ensuring alignment with global standards.
Key Responsibilities- Training Strategy & Design
- Develop and execute the overall training and learning strategy for the company, aligned with business objectives.
- Identify training needs through assessment and partner with leadership to design customized programs.
- Build a training roadmap for all levels — frontline staff, store managers, and leadership teams.
- Work closely with Retail Operations, Merchandising, and HR to embed training in business culture.
- Program Development & Delivery
- Create and deliver training modules on luxury customer service, clienteling, selling skills, and enhancing overall customer experience.
- Develop product knowledge sessions in collaboration with design/merchandising teams.
- Implement e-learning and blended learning solutions to enhance accessibility.
- Quality & Standards
- Ensure consistency in brand training delivery across all stores and regions.
- Monitor effectiveness of training programs through assessments, mystery audits, customer feedback, and sales performance.
- Establish KPIs and reporting metrics for training impact.
- Standardize induction programs for all new hires.
- Innovation & Continuous Improvement
- Introduce new learning methodologies (digital learning platforms, gamification, microlearning).
- Stay updated with luxury retail training trends, competitor benchmarks, and best practices.
- Training Evaluation & Impact Assessment
- Develop and implement a framework to evaluate training effectiveness at all levels.
- Measure pre- and post-training impact on key business metrics such as sales conversion, average transaction value, and repeat customer rate.
- Collect and analyze participant feedback, customer feedback, and manager inputs to continuously refine programs.
- Generate regular reports on training outcomes for leadership, highlighting ROI and actionable insights.
- Benchmark training impact against industry best practices to ensure competitive advantage.
- Strong knowledge of luxury retail, customer service excellence, and brand management.
- Exceptional facilitation, communication, and presentation skills.
- Ability to design engaging, interactive training content.
- Analytical mindset to measure ROI of training programs.
- Leadership and people management skills.
- Strong stakeholder management and cross-functional collaboration.
- Master's degree in HR, Business, or related field.
- 10-12 years of experience in Training & Development, with at least 5 years in a leadership role.
- Prior experience in luxury retail, fashion, or hospitality is mandatory.
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