Clienteling & Service Trainer (FTC)
Job Introduction
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, whilst enhancing the customer journey.
You'll work collaboratively to refresh programme content to meet expectations and support continuous improvement.
You'll work closely with retail teams and other stakeholders to develop team members' skills by highlighting strengths and areas for development.
You will collaborate across the business to deliver blended learning solutions aligned with our company values and service standards.
Role requirements:
1. Assist in planning and coordinating clienteling & service development initiatives to meet business needs.
2. Deliver defined training modules through excellent facilitation skills.
3. Coach individuals and teams to support clienteling and service expectations.
4. Promote the use of My Workday Learning, leveraging data and insights for decision-making.
5. Collaborate with teams and stakeholders to provide seamless, high-quality learning experiences both in-store and face-to-face.
6. Support performance management and talent review processes to foster a learning culture.
7. Manage costs effectively and maintain confidentiality in line with GDPR and compliance standards.
About you
1. Experienced in delivering exceptional clienteling and service standards training.
2. Proficient in coaching methods to develop others.
3. Skilled in delivering and implementing structured training modules.
4. Organized and planned in your approach.
5. Confident in sharing knowledge and supporting a learning environment.
6. Business and commercially savvy.
7. Collaborative, engaging, and influential.
8. Open to giving and receiving feedback constructively.
9. Resilient, detail-oriented, and proactive.
10. Problem-solving skills to drive results.
11. Expertise in clienteling, service delivery, facilitation, and learning space management.
12. Embodies our values as a trusted and respected colleague.
KPI's
* Team engagement and satisfaction ratings.
* Team performance metrics (clienteling KPIs), LTO, and sales growth.
* Customer satisfaction improvements (NPS).
This role requires flexibility to adapt to changing business needs.
Selfridges
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