Summary
The Global Retail Learning Manager will design, deliver, and sustain world class learning programs that elevate the selling ceremony and client experience for a luxury jewelry brand. This role partners with retail teams and regions to create learning strategies, develop scalable instructional solutions, and measure impact against client satisfaction and sales KPIs. The position is in person at the corporate headquarters in New York and requires international travel.
Responsibilities
- Develop and implement a global learning strategy focused on selling ceremony and client experience.
- Apply instructional design methodologies to create innovative and scalable programs across modalities.
- Design and deliver classroom, digital, gallery style, and immersive learning experiences.
- Create toolkits, facilitator guides, and resources to enable consistent execution in stores.
- Facilitate workshops and train the trainer sessions to strengthen selling and service capabilities.
- Collaborate with regional retail learning leaders to adapt programs for local markets.
- Define and track KPIs such as client satisfaction, conversion, and repeat client rate.
- Analyze data and feedback to refine programs and demonstrate business impact.
- Serve as subject matter expert on selling skills and the client experience.
Requirements
- 7+ years of experience in retail learning and development, preferably in luxury or jewelry.
- Strong expertise in instructional design, needs analysis, and blended learning strategies.
- Proven facilitation and coaching skills for frontline teams and senior leaders.
- Experience designing and delivering global client experience and selling skills training.
- Deep knowledge of luxury retail service standards and brand storytelling.
- Strategic and analytical mindset to measure learning effectiveness.
- Technology literacy with digital learning tools and innovations.
- Ability to work across cultures with inclusivity and cultural sensitivity.
- Willingness to travel internationally approximately 20-30%.
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