Retail Training & Performance Manager Retail Operations & Development · Service Course, London

Rapha; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in cycling apparel seeks a Retail Training and Performance Manager to enhance performance across its global clubhouse network. The role involves developing and executing training initiatives to support retail teams, fostering a culture aligned with company values. Ideal candidates will have substantial experience in retail training and a strategic mindset, ensuring effective training solutions that engage and motivate team members.

Benefits

Flexible working hours

Free barista coffee and social drinks

Monthly department social events

Quarterly office social away days

50% apparel discount

Annual clothing allowance

Free membership to the Rapha Cycling Club

Company Pension Scheme

Enhanced Parental Leave and Pay

Qualifications

• Experience in retail training across leadership and skills.
• Track record in delivering engaging training that meets KPIs.
• Ability to identify issues and develop training solutions.

Responsibilities

• Develop and roll out Clubhouse onboarding and performance programs.
• Conduct training needs assessments for retail staff.
• Create and oversee new store opening training.

Skills

Retail training experience

Leadership

Coaching

Problem-solving

Communication

Strategic mindset

Training methodologies

Job description

The Retail Training and Performance Manager is primarily responsible for building performance capability and confidence across our global clubhouse network. The position will focus on creating & executing a training structure to deliver skills to our retail teams to meet Rapha’s global retail strategy and both current and future business requirements.

In this role, you will be responsible for the creation & delivery of leadership, product, service, and retail capability training across the Clubhouse network. You will assess and respond to retail capability gaps, requests, and opportunities by proactively applying training methodologies across the globe to maximize knowledge, service, and retention. This includes ensuring that retail onboarding and training programs are effective from design, development, implementation, and evaluation for new and existing retail employees. You will set the tone & north star of Rapha culture & radiate our values.

THE ROLE

1. Consult and collaborate with key stakeholders to develop & roll out our Clubhouse onboarding, training & performance program to maximize engagement, retention, and adoption across our Regional Managers and Clubhouse teams.
2. Create and oversee the development of regional ‘Train the Trainer’ programs to provide in-region skills & expertise for local support.
3. Create and facilitate new store opening training, providing hands-on support to new leaders & teams.
4. Conduct training needs assessments for retail staff regionally, including supporting, analyzing, and developing learning activities for specific teams and regions.
5. Ensure training & performance material remains aligned with business strategy & new initiatives, adapting & flexing where needed, e.g., Omnichannel.
6. In partnership with the People & Culture team, ensure that retail behavioral, leadership & skill-based training programs align with the wider P&C business strategy.
7. Oversee the engagement of regional training to ensure training strategies are delivered to a high standard.
8. Partner with the P&C and Digital/Tech teams in the development of learning content & platform alignment for training content.
9. Plan, manage & execute new store opening onboarding & training, working closely with Retail Ops, P&C, and the new store opening team.
10. Ensure that all training is applicable / translated to our global clubhouse network in terms of culture, translation, or local practices.
11. Maintain an in-depth understanding of Clubhouse operations, commercial & community to ensure training fulfills & supports the needs of the global Clubhouse network to enable a best-in-class service & community proposition.
12. Provide coaching & support to Clubhouse teams, GMs & RMs where required.

ABOUT YOU

Candidates may possess the following skills. We're open to a wide variety of backgrounds and skill sets which may fulfill the requirements in a similar way.

• Significant experience in retail training across leadership, behavior & skills.
• You have a proven track record of creating and/or delivering impactful and engaging training that meets and/or exceeds KPIs.
• You are proactive in identifying the root cause of issues and developing solutions.
• Approach training with an inclusion lens & aware of how to train to different learning styles.
• Strong people leadership, with demonstrable experience managing and developing, inspiring, and motivating high-performing teams and individuals.
• Strong coaching and feedback skills.
• Working knowledge of blended learning methodologies.
• Hands-on, practical problem-solving and process improvement skills.
• Able to promote change and creative improvement, adapting new approaches to learning and training.
• Strategic mindset and a longer-term view of workforce planning and future training needs across different countries and regions.
• An ability to build good rapport with key cross-functional teams.
• Exceptional written and verbal communication skills.
• Ideally have retail training experience across multiple territories.

Working at Rapha

We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer:

• Flexible working hours.
• Support ad-hoc remote working during the week - Minimum 4 days in office.
• Free barista coffee and social drinks in the office.
• Monthly department social events and quarterly office social away days.
• We offer a flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle through our Getting Started Scheme.
• We offer all our employees a 50% apparel discount and a discount for family and friends.
• An annual clothing allowance.
• Free membership to the Rapha Cycling Club.
• Company Pension Scheme.
• Enhanced Parental Leave and Pay.