TRAINING & CUSTOMER EXPERIENCE MANAGER

Tisun Beauty; Charlotte (NC); On-site; USD 65,000 - 95,000; Full time

Job summary

Tisun Beauty Supply is seeking a Training & Customer Experience Manager to design, implement, and manage company-wide training and service standards across multiple store locations. The role bridges HR, operations, and customer experience to foster knowledgeable, confident employees and outstanding shopper interactions.

The ideal candidate will build scalable programs, coach leaders, and ensure culturally aware service, driving consistency and excellence across the growing beauty retailer.

Qualifications

• Experience in retail training, employee development or customer experience.
• Proven ability to develop and deliver structured training programs.
• Strong knowledge of customer service standards and store operations.
• Experience coaching managers and frontline staff.
• Excellent communication, presentation and leadership skills.
• Ability to create professional training materials and procedures.

Responsibilities

• Develop and implement a company-wide employee training program.
• Establish onboarding and new-hire training procedures.
• Create role-specific training guides for cashiers, sales associates, leads and managers.
• Develop materials on policies, customer service, product knowledge and operations.
• Coach managers and store leaders; ensure consistency across locations.
• Lead customer service standards and store-level experience evaluations.

Skills

Leadership

Employee training

Customer experience

Coaching

Program development

HR collaboration

Communication

Presentation

Tools

HRIS

LMS

Job description

Position Type: Full-Time
Reports To: Executive Leadership
Location: Multi-Location / Store Operations

About Tisun Beauty Supply

Tisun Beauty Supply is an established and growing beauty retailer with over 30 years of experience serving diverse communities. We offer an extensive selection of beauty products, including haircare, wigs, extensions, braiding hair, cosmetics, skincare, beauty accessories, and professional beauty essentials.

As Tisun Beauty continues to expand, we are evolving our operations with a vision of becoming a nationally recognized, enterprise-level beauty retail organization.

Our goal is to build a retail experience that reflects the professionalism, organization, service standards, and employee development practices of leading beauty retailers such as Sephora and Ulta Beauty, while maintaining what makes Tisun Beauty unique: our cultural diversity, community connections, and commitment to serving customers across different backgrounds, hair textures, beauty preferences, and individual needs.

We are looking for a forward-thinking leader who can help bring this vision to life.

Position Overview

The Position Training & Customer Experience Manager will lead the development, implementation, and ongoing management of company-wide employee training and customer service standards.

This individual will be responsible for ensuring that employees across all store locations are properly trained, knowledgeable, confident, professional, and equipped to deliver exceptional customer experiences.

This position will bridge Human Resources, Store Operations, and Customer Experience by creating structured training programs, developing department-specific learning materials, coaching employees and managers, and establishing consistent service expectations throughout the organization.

The ideal candidate understands that successful retail operations require more than selling products. They require knowledgeable employees, strong leadership, operational consistency, cultural awareness, and an exceptional customer experience.

Key Responsibilities

1. Employee Training & Development

• Develop and implement a structured company-wide employee training program.
• Establish standardized onboarding and new-hire training procedures.
• Create position-specific training guides for cashiers, sales associates, department leads, supervisors, and store managers.
• Develop training materials covering company policies, workplace expectations, customer service, product knowledge, sales techniques, and operational procedures.
• Establish ongoing employee development and refresher training programs.
• Evaluate employee knowledge, performance, and readiness following training.
• Partner with Human Resources to establish training documentation and completion records.

2. Customer Service & Experience Management

• Establish and maintain consistent customer service standards across all store locations.
• Develop a customer service philosophy that reflects professionalism, hospitality, product knowledge, and cultural awareness.
• Train employees on customer engagement, communication, conflict resolution, and customer retention.
• Establish expectations for greeting customers, identifying customer needs, providing product recommendations, and delivering personalized service.
• Develop procedures for managing customer complaints, difficult interactions, and service recovery.
• Conduct store observations and customer experience evaluations to identify opportunities for improvement.
• Promote a welcoming, inclusive, and professional shopping environment.

3. Department-Specific Product Knowledge

• Develop structured training for individual retail departments, including:
  • Haircare and hair products
  • Wigs, extensions, and braiding hair
  • Beauty care and skincare
  • Cosmetics and makeup
  • Fashion and beauty accessories
  • Cashier and customer checkout operations
• Ensure employees understand product features, uses, differences, and customer needs.
• Establish product education standards that help employees make informed recommendations.
• Coordinate with department managers and vendors to support product education and demonstrations.
• Promote culturally informed product knowledge, including different hair textures, protective styles, beauty practices, and customer preferences across diverse communities.

4. Store Leadership & Performance Development

• Work directly with store managers and department managers to strengthen employee performance and leadership capabilities.
• Coach managers on effective employee training, communication, accountability, and customer service expectations.
• Conduct periodic store visits to assess training effectiveness and service consistency.
• Identify knowledge gaps and develop corrective training plans.
• Support managers in establishing clear expectations for their teams.
• Help create a culture of accountability, professionalism, teamwork, and continuous improvement.

5. Training Standards & Enterprise Development

• Build scalable training systems that can support current and future store locations.
• Develop a company training handbook, employee learning materials, and standardized operating procedures in collaboration with HR and Operations.
• Establish training schedules, completion requirements, and employee competency assessments.
• Introduce customer service evaluations and employee development benchmarks.
• Recommend technology, training platforms, and resources to improve employee learning.
• Help establish a consistent company identity and service experience across every location.

Qualifications & Experience

Required:

• Previous experience in retail training, employee development, customer experience, or retail management.
• Demonstrated experience developing or delivering employee training programs.
• Strong understanding of customer service standards and retail operations.
• Experience coaching employees, supervisors, or management teams.
• Excellent communication, presentation, and leadership skills.
• Ability to develop professional training materials and structured procedures.
• Strong organizational skills and the ability to manage multiple locations and priorities.
• Ability to evaluate employee performance and identify development opportunities.

Preferred:

• Experience with established beauty retailers, specialty retail, cosmetics, or multicultural beauty markets.
• Experience with companies operating multiple retail locations.
• Background in corporate retail training, learning and development, or customer experience management.
• Knowledge of beauty products, haircare, cosmetics, skincare, wigs, and extensions.
• Experience implementing company-wide customer service standards or retail training initiatives.
• Familiarity with HRIS, learning management systems (LMS), and employee performance tracking.

Leadership Expectations

The successful candidate must be a hands-on leader who can move between corporate-level planning and in-store execution.

We are looking for someone who:

• Thinks beyond individual store operations and understands scalable retail business practices.
• Can transform inconsistent training practices into structured, measurable programs.
• Understands how to develop employees into knowledgeable and confident retail professionals.
• Recognizes the importance of cultural awareness and serving diverse customer populations.
• Can hold employees and managers accountable to established company standards.
• Is comfortable working directly with executive leadership, Human Resources, and store management.
• Has the ability to build systems rather than simply identify problems.

Performance Expectations

Success in this position will be evaluated through:

• Employee training completion and competency results.
• Consistency of customer service across store locations.
• Improvement in customer satisfaction and customer feedback.
• Employee product knowledge and sales readiness.
• Manager participation in employee development.
• Reduction in recurring training and service-related issues.
• Successful implementation of standardized training programs.
• Readiness of new employees and new store locations.

Our Vision

At Tisun Beauty Supply, we believe the future of beauty retail requires more than products on shelves. It requires knowledgeable professionals, meaningful customer relationships, inclusive service, and consistent operational excellence.

We want to create an environment where customers feel understood, employees feel empowered, and every store delivers the same high standard of service.

We are looking for a leader who wants to help build something bigger than a traditional retail operation — someone who can help develop the people, systems, and customer experience that will support Tisun Beauty's next stage of growth.