Training & Performance Manager, Europe

AESOP; United Kingdom; On-site; GBP 40,000 - 80,000; Full time

Job summary

A forward-thinking company is seeking a Training and Performance Manager to enhance retail capabilities across Europe. This full-time role focuses on developing exceptional customer service skills and effective training programs for retail staff. You will assess training needs, collaborate with HR, and implement innovative learning methodologies to ensure the workforce is equipped to meet business demands. Join an inspiring environment committed to employee growth and sustainability, where your contributions will drive both individual and organizational success.

Benefits

Professional development opportunities

Inclusive work environment

Sustainability initiatives

Qualifications

• Significant experience in retail product and customer service training.
• Strong leadership skills with experience in managing high-performing teams.

Responsibilities

• Conduct training needs assessments for retail staff regionally.
• Develop onboarding and core training programmes for selling and service capabilities.

Skills

Retail product training

Customer service training

People leadership

Coaching skills

Blended learning methodologies

Problem-solving

Change promotion

Strategic mindset

Communication skills

Job description

Purpose of the role

The Training and Performance Manager, Europe is primarily responsible for building performance capability and confidence across the retail workforce in their region. The position will focus on developing exceptional customer service skills to meet Aesop's global and regional strategy and current and future business requirements.

In this role, you will be responsible for the delivery of product, service and retail capability training across the European region. You will assess and respond to retail capability gaps, requests and opportunities by proactively applying training methodologies across multiple distribution channels to maximise knowledge, service and retention. This includes ensuring that retail onboarding and training programmes are effective from design, development, implementation, and evaluation for new and existing retail employees.

This is a full-time position, based in London.

Key responsibilities of the role include, but are not limited to:

1. Conduct training needs assessments for retail staff regionally, including supporting, analysing, and developing learning activities for specific teams, markets, and departments.
2. Apply in-depth knowledge of the retail industry and Aesop's training analytics in establishing onboarding and core training programmes such as selling capability, service capability, and product skills.
3. Partner with Human Resources to ensure capability development programmes align with the Talent and Development Strategy.
4. Collaborate with Human Resources in developing soft skills training programmes, talent management/succession programmes, and capability development across the organization, ensuring consistent content design.
5. Oversee the engagement of the regional training team to ensure high standards in training strategy implementation.
6. Develop regional 'Train the Trainer' programmes and provide coaching as needed.
7. Work with HR leadership and the Digital team to develop learning content and platform alignment within the HRIS Learning & Development module.

Who we are looking for

• Significant experience in retail product and customer service training
• Strong people leadership skills, with experience managing and developing high-performing teams and individuals
• Excellent coaching and feedback skills
• Knowledge of blended learning methodologies
• Practical problem-solving and process improvement skills
• Ability to promote change and innovative learning approaches
• Strategic mindset with a long-term view of workforce planning and training needs across regions
• Ability to build good rapport with cross-functional teams
• Exceptional written and verbal communication skills

Training & Performance Manager, Europe | London

For over 35 years, Aesop has cultivated an inspiring and inclusive environment supporting employee growth. We offer professional development opportunities to align with career aspirations.

Our meticulous approach to skincare involves using efficacious ingredients to create formulations that stir the self and senses. We seek inspired individuals with diverse perspectives who bring out the best in themselves and others.

We strive to balance people, planet, and profit, actively reducing our environmental footprint. We are a certified B Corp committed to building a sustainable and inclusive society.