Clienteling & Service Academy Senior Manager (12 Month Ftc)

Role Responsibility

You will lead the Clienteling & Service Academy to design and deliver inspiring, engaging and effective development programmes to support the business in achieving its clienteling and service expectations and meet customer needs. You’ll work collaboratively with Senior Retail Leadership and the Clienteling and Service Excellence team to deliver the strategy for the academy. You will lead a team of trainers, based in all stores, to ensure the learning and coaching plans are being implemented in collaboration with store teams to achieve luxury service standards and commercial outcomes.

• Execute and embed the existing strategy for the Clienteling & Service Academy
• Drive the strategic planning of the Clienteling & Service Academy learning offer to ensure business expectations and customer needs are met, and regularly reviewed  
• Deliver defined structured learning and coaching programmes to support agreed areas of the business
• Responsible for overseeing and managing a team of six trainers dispersed across 4 store locations, demonstrating strong leadership and coordination skills in a remote and decentralized work environment
• Design and develop face to face solutions to meet business needs and maximising external insight on Clienteling & Service
• Lead the creation and execution of the systems training plan, in collaboration with the change team, on the new clienteling tool for the business
• Utilise My Workday Learning to promote learning tools and pathways
• Lead collaboration within the team, with external partners and internal business stakeholders to deliver high quality learning experiences which meet business needs 
• Support, coach and guide the training team and programme delegates to ensure a good success rate on meeting learning objectives and maximising performance
• Support the clienteling performance management and talent review process, to promote a learning culture that encourages the right behaviours, alongside KPIs
• Manage costs effectively and ensure confidentiality is maintained in line with GDPR and compliance requirements

The Ideal Candidate

• Experienced in role modelling exceptional clienteling and service standards, with a commercial mindset 
• Experienced in designing and delivering comprehensive structured, development programmes which drive behaviour change
• Experienced in planning and delivering projects to meet and exceed business needs
• Able to translate strategy into action which meets the operational requirements of a multi-site development programme
• Collaborative, and a team player who can understand what is important to others and reach consensus
• An influential and engaging communicator across the team and with stakeholders
• Able to role model and coach others promoting a learning culture
• Driven with a high level of resilience
• Self-aware, knowing own areas of strength and development
• Focused on building external and professional insight to support the business needs
• Setting high standards in design, facilitation, planning and maintenance of learning spaces and methods 
• An experienced, values led line manager 
• An example of our values, a trusted and respected colleague

This job is a brilliant opportunity to join a close-knit team who are incredibly passionate about taking their career to the next level. If you’re looking to work with a motivated team who are eager to make a real impact, then this will be perfect for you.

About the Company

Rewards and benefits 

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges