Training, Development

Are you passionate about empowering teams and elevating customer experiences? Do you thrive at the intersection of retail operations, training design, and customer engagement? We're seeking a dynamic
Training & Customer Experience Manager
to lead the development and execution of scalable programs that drive performance and delight customers. This role is with a
leading retailer serving professional tradespeople and serious DIYers
, known for its deep product expertise and commitment to customer service. With a footprint that spans multiple stores and a reputation for quality, the company operates at the intersection of retail and industrial supply—offering everything from tools and construction materials to workwear and safety gear both in-store and online. The culture is fast-paced, collaborative, and deeply focused on delivering value to both employees and customers.

As the Training & Customer Experience Manager, you'll be responsible for building and implementing structured training programs that enhance employee capability and customer satisfaction across a diverse and complex product portfolio in both bricks and clicks. You'll work closely with cross-functional teams to ensure that every touchpoint - whether internal or customer-facing—reflects operational excellence and a service-first mindset.

Description

• Develop and implement a
  comprehensive Customer Experience strategy
  across physical and digital channels.
• Define and improve
  customer journey mapping
  to support consistent, high-impact interactions.
• Build and manage
  continuous development programs
  for store teams, focused on service, selling, and brand storytelling.
• Create training content and delivery methods that empower staff to communicate the company's value proposition and product quality.
• Partner with merchandising to optimize
  store presentation and storytelling
  , especially around private label products.
• Introduce a
  sales-focused mindset
  , shifting from transactional service to consultative selling.
• Establish and monitor
  Customer Experience standards and KPIs
  to track progress and drive accountability.
• Collaborate with Marketing, Merchandising, and Store Leadership to align brand messaging and customer experience.
• Influence or oversee store presentation, training design, and team coaching.

Requirements

• Proven experience in
  Customer Experience leadership
  , with a track record of creating, implementing, and measuring customer experience programs.
• Background in
  retail or contractor-supply
  environments, with familiarity in complex product categories (e.g., tools, construction, home improvement, workwear).
• Strong understanding of
  professional end-users
  and their expectations.
• Skilled in
  training program design
  , delivery, and performance tracking.
• A builder of programs—able to formalize and scale initiatives, not just deliver existing content.
• Passionate about
  service excellence
  , team empowerment, and customer engagement.
• Exceptional
  communication
  ,
  leadership
  , and
  project management
  skills.
• Experience in organizations with dedicated CX or training functions.

Corporate Culture

• A values-driven culture
  focused on service, integrity, and continuous improvement.
• Autonomy and influence
  —you'll have the opportunity to shape strategy and build programs from the ground up.
• Cross-functional collaboration
  with merchandising, marketing, and store leadership to align brand, training, and customer experience.
• Investment in growth
  —leadership is committed to supporting this role with the resources and visibility needed to succeed.
• A stable, respected business
  with a loyal customer base and strong market presence.
• Competitive compensation and benefits
  , with room for advancement as the company expands its CX and training capabilities.

Contact Liz Crompton at x6 or submit your resume in confidence below.