Clienteling & Service Trainer (FTC)

You will deliver inspiring and impactful clienteling and service development programmes to support the business in achieving its expectations and ambitions to meet customer needs.

Your main focus will be to coach clienteling team members and Department managers to help improve individual skills, whist enhancing the customer journey .

You’ll work collaboratively to help refresh programme content to meet expectations.

You’ll work closely with Retail and other stakeholders to support clienteling team members to develop their skills through highlighting strengths and areas for development.

You’ll collaborate across the team and the business to deliver blended solutions that are aligned to our company values and underpinned by our service expectations.

Role requirements:

Input to the smooth planning and coordination of the Clienteling & Service development offer to meet business needs and expectations
Deliver defined clienteling training modules through excellent facilitation
Coaching of individuals and teams in support of clienteling and service expectations
Maximise and promote use of My Workday Learning and use data and insight to drive decision making
Collaborate within the wider team and with Business stakeholders to deliver seamless, high quality learning experiences in store and face to face (classroom)
Support the performance management and talent review process, to promote a learning culture
Manage costs effectively and ensure confidentiality is maintained in line with GDPR and compliance requirements

A bit about you

Experienced in training exceptional clienteling and service standards
Experience in improving others through coaching method(s)
Experienced in delivering and implementing structured training modules
Planned and organised in your approach
Assured in sharing your knowledge and supporting others to learn, promoting a learning culture
Commercial and business savvy
Collaborative, engaging and able to influence others
Confident in sharing and owning feedback across the team and with delegates where relevant
Self starting with a with a high level of resilience and attention to detail
Able to problem solve to drive results
Expertise in the delivery of clienteling, service, facilitation, planning and maintenance of Learning spaces and methods
An example of our values, a trusted and respected colleague

KPI’s

Team member engagement / satisfaction rating

Team performance (Clienteling KPI’s), LTO and sales growth

Improved customer satisfaction (NPS)

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business