The Senior Learning & Development Manager will be responsible for designing and delivering the learning strategy across the business, with a primary focus on retail excellence, client experience, and people development. You will partner closely with the Retail Director to build the tools, training programs, and standards that enable our retail teams to offer a consistent, world-class client experience across all markets.
At the same time, you will own and shape the wider L&D agenda for head office teams—creating onboarding journeys, career pathways, and development programs that support growth at every level. This role also oversees internal communications, ensuring our teams feel connected, informed, and aligned with the company’s direction as we scale.
This is a unique opportunity to build a comprehensive L&D function from the ground up within a fast-growing luxury brand.
Key Responsibilities
Retail Excellence & Training Delivery
- Partner with the Retail Director to design and implement a retail excellence framework that elevates client experience across all stores.
- Create tools, materials, and training modules that support sales performance, product knowledge, service standards, and brand storytelling.
- Deliver engaging, high-impact training sessions in the UK and U.S. across multiple retail locations.
- Establish consistent training rhythms for new store openings, including our upcoming LA launch.
- Develop assessments, coaching tools, and ongoing capability-building programmes for retail leaders and teams.
Onboarding & Career Path Development
- Own and enhance the company-wide onboarding experience, ensuring clarity, consistency, and strong cultural immersion.
- Build clear career pathways for retail and head office employees, working with managers to identify development milestones and progression frameworks.
- Introduce tools to support managers with performance conversations, feedback, development planning, and coaching skills.
Head Office Learning & Development
- Work closely with the Head of People to create an L&D strategy that supports the growth of our head office teams.
- Design a suite of learning programmes across levels—from early career to leadership development.
- Identify skills gaps and training needs through data, feedback, and strategic workforce planning.
- Manage external training partners, platforms, and content providers as needed.
Internal Communications
- Lead internal communications to ensure clarity, alignment, and engagement across the business.
- Own the creation of newsletters, internal updates, people announcements, and learning-focused communications.
- Ensure messaging aligns with brand tone, values, and culture.
About You
- Significant experience in Learning & Development, preferably within luxury retail or client-centric environments.
- Proven record of designing and delivering high-quality training content, tools, and programmes.
- Strong facilitation skills with confidence delivering to both retail teams and head office audiences.
- A strategic thinker who can also execute and deliver hands-on training.
- Strong project management, organisational, and stakeholder engagement skills.
- Creative, proactive, and passionate about people development and client experience.
- Excellent written communication skills and an eye for detail—especially for internal communications.
