Retail Customer Experience & Training Leader

Duluth Running Co.; Duluth (MN); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Employee Purchase pricing

Job summary

Duluth Running Co. is seeking a dynamic Customer Experience & Training Manager to lead the development of a high-performing retail team in Duluth, MN.

You will design comprehensive training programs to elevate product knowledge, reinforce a customer-first mindset, and ensure consistent operational execution. Your role includes hiring support, conducting interviews, and leading performance reviews to build a strong team dedicated to exceptional customer service and running-focused product

Qualifications

• 3+ years in retail management, training, or customer experience roles.
• Experience conducting interviews and managing performance reviews.
• Passion for running or running products preferred.
• Proven ability to design and deliver training programs.
• Strong communication, coaching, and leadership skills.
• Organizational and problem-solving abilities.
• Thrive in a fast-paced, customer-focused environment.
• Employee Purchase pricing.

Responsibilities

• Design, implement, and continuously improve onboarding and ongoing training programs for all store staff.
• Develop training materials focused on product knowledge, including footwear, apparel, and accessories. Lead regular training sessions and coaching opportunities.
• Assess employee performance and identify skill gaps, creating targeted development plans.
• Partner with store leadership to identify staffing needs and role requirements.
• Lead and participate in candidate interviews, evaluating technical knowledge and customer service mindset.
• Develop structured interview processes to ensure consistency and quality of hires.
• Support onboarding to ensure new hires are effectively integrated into the team.
• Conduct regular performance evaluations, providing clear, constructive feedback.
• Establish measurable performance goals aligned with customer experience standards.
• Implement review cycles and track employee progress over time.
• Recognize high performance and address performance challenges with coaching and improvement plans.
• Maintain expert-level understanding of all products carried in-store.
• Partner with vendors and brand representatives to stay current on new products and technologies.
• Ensure staff can confidently educate customers on product features, benefits, and fit.
• Implement advance product training in conjunction with vendors.
• Foster a culture centered on exceptional customer service and personalized experiences.
• Train staff to identify customer needs and deliver tailored solutions.
• Monitor customer feedback and implement improvements to enhance satisfaction and loyalty.
• Work closely with inventory specialist to ensure customer demands are met based on seasonality and inventory levels.
• Develop and standardize store processes that support efficient and consistent service delivery.
• Ensure adherence to company policies, procedures, and service standards.
• Collaborate with leadership to refine workflows and improve operational effectiveness.
• Lead by example on the sales floor and mentor team members to achieve goals.
• Align training initiatives with business objectives.

Skills

Retail management

Customer experience

Training design

Interviewing

Leadership

Coaching

Job description

Duluth Running Co. is seeking a dynamic Customer Experience & Training Manager to lead the development of a high-performing retail team in Duluth, MN.

You will design comprehensive training programs to elevate product knowledge, reinforce a customer-first mindset, and ensure consistent operational execution. Your role includes hiring support, conducting interviews, and leading performance reviews to build a strong team dedicated to exceptional customer service and running-focused product