Retail Training Manager - Clienteling & Service
Job Introduction
What is the role?
We’re looking for an inspiring and commercially minded Retail Service Training Manager to design and deliver impactful training programs that elevate customer experience, strengthen sales capability, and drive service excellence across our retail stores. In this role, you’ll define service standards, coach teams, and use insights to shape a culture of performance and passion for exceptional customer service.
You will:
1. Create and deliver engaging training programs focused on service excellence, product knowledge, sales performance, and customer engagement with membership.
2. Set and maintain consistent service standards across all stores, ensuring every interaction reflects a best-in-class customer experience.
3. Conduct in-store coaching sessions and observations, providing real-time feedback and actionable development plans for retail teams.
4. Align training initiatives with commercial objectives—using data, KPIs, and customer insights to drive measurable impact and continuous improvement.
5. Partner with Store senior leadership teams and store based trainers to embed new service behaviours and ensure successful adoption of training programs
6. Support onboarding and development programs that build confidence, capability, and retention across new and existing team members
7. Monitor performance metrics to identify trends, measure success, and inform future training strategies.
8. Use technology to accelerate output and results
How you’ll do it…you will be:
•Proven experience designing and delivering retail or service training that drives tangible business results.•Strong coaching and facilitation skills, with the ability to inspire and influence teams at all levels.
•Strategic mindset with a deep understanding of how service and sales performance intersect
.•Excellent communication and stakeholder management skills, with a collaborative and engaging approach.
•Commercial acumen and data literacy to interpret performance insights and shape impactful training content.
•Leadership qualities that foster a culture of service excellence, empowerment, and accountability.
This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake and department location, which may change from time to time, according to the needs of the business
Selfridges