Retail Experience & Clienteling Training Lead

Selfridges; Manchester; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Selfridges seeks a Retail Experience Manager to equip store teams with the knowledge, skills and mindset for exceptional service, selling and clienteling. You’ll partner with store leaders to embed learning into staff routines and build meaningful customer relationships that drive commercial results.

You’ll deliver blended learning, use insights to shape content, and coach managers to reinforce behaviours. A hands-on, floor-ready approach and strong data skills are essential.

Qualifications

• Proven retail sales experience with strong background in Clienteling and Selling.
• Excellent facilitation and training delivery skills that drive behaviour change.
• 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.

Responsibilities

• Represent retail learning in a core store partnership group comprising of CCSM, DMs, and relevant Store Management/teams.
• Review KPIs (NPS, clienteling, and learning measures) and plan actions based on insights.
• Be a visible retail learning ambassador and provide updates at Head Office and on the shop floor.
• Build capability and engagement of retail tools and learning resources (Reach and Workday).
• Support evolution of learning content, tools, and programmes with agile approaches.
• Champion a culture of learning, recognition, and progression.
• Deliver a blended learning offer (1:1, group, e-learning, briefs).
• Deliver service and selling skills training with strong shopfloor application.
• Drive sign-up through insightful unlocked training.
• Deliver Clienteling Onboarding and clienteling modules to inspire loyalty.
• Support activations and trading moments with targeted service solutions.
• Monitor training attendance and engagement; follow up with managers.
• Use performance measures and feedback to reinforce learning with coaching and briefings.

Skills

Clienteling

Sales

Training delivery

Data analysis

Stakeholder management

Facilitation

Coaching

Learning systems

Content design

Tools

Reach

Workday

Job description

Selfridges seeks a Retail Experience Manager to equip store teams with the knowledge, skills and mindset for exceptional service, selling and clienteling. You’ll partner with store leaders to embed learning into staff routines and build meaningful customer relationships that drive commercial results.

You’ll deliver blended learning, use insights to shape content, and coach managers to reinforce behaviours. A hands-on, floor-ready approach and strong data skills are essential.