Retail Excellence Manager - West

Summary

The Retail Excellence Manager supports Regional and Global Retail Excellence teams to drive guest experience and boutique performance through on-the-floor coaching, classroom training, and in-store sessions. This role develops boutique teams on product knowledge, selling and cross-selling techniques, brand storytelling, and client relationship cultivation while managing training programs and retail excellence initiatives across the region.

Responsibilities

• Provide regular on-the-job coaching and one-on-one observations of the Client Journey to sales and sales support teams.
• Support and mentor boutique Experience Managers on Duty and assess store leader coaching abilities.
• Prepare post-visit recaps summarizing coaching goals, progress, and challenges.
• Host and facilitate network learning programs including New Joiner Induction and Product Training Roadshows.
• Adapt global retail content for local delivery and facilitate virtual and in-person training sessions.
• Develop bespoke training for boutique openings, relocations, and renovations.
• Oversee classroom training planning and logistics, including materials and venues.
• Manage the Client Experience Evaluation program and develop action plans to improve performance.
• Monitor reporting on client communication channels and support adoption of digital learning tools.

Requirements

• Proven facilitation skills and impactful sales floor presence with classroom management ability.
• Experience in retail management, education, training, or learning and development preferred.
• Demonstrated practical observational coaching and feedback skills.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook; familiarity with Miro, InDesign, or Canva is a plus.
• College degree in a related field preferred.
• Fluency in English; additional languages desirable.
• Ability to travel approximately 60 to 70 percent including international travel.
• Experience in luxury retail or hospitality is a plus.