Reports to: Regional Head of Retail

PURPOSE OF ROLE

The Retail Training & Performance Manager has the primary responsibility to build retail capability and drive performance within their Region. Through consistent planning and execution, they ensure all retail employees are trained and developed to deliver the highest standard of retail practices and processes, resulting in exceptional customer experience and strong retail results.

KEY PARTNERSHIPS & STAKEHOLDERS

Retail Store Team:

Retail Business Manager:

Regional Retail T&P Specialist:

Regional Retail T&P Manager (Peer)

Commercial/Country Manager

Regional Retail Operations:

Regional General Manager:

Regional Head of Retail:

Retail Support Functions:

Primary Accountabilities

• Optimise learning & performance

• Drive customer experience excellence

• Deliver on brand purpose

• Synergise business, operations & learning

Suitability Considerations

People who thrive in this role:

• Relish developing technical and interpersonal skills for self and others

• Purposefully develop capability to elevate customer experience and drive retail performance

• Are adaptable and responsive in rapidly changing operating conditions

• Seek out new knowledge of contemporary learning and capability methodologies

• Are motivated by delivering on or exceeding goals and targets

Key Experience, Knowledge & Skills

• Background in facilitation and coaching

• Specialised knowledge in learning methodologies and adult learning principles

• Accomplished at team building, motivation and development

• Proven ability to analyse performance and take appropriate responsive actions

• Track record of strong relationship management and collaboration

• Ability to problem solve and make decisions within business boundaries

• Strong written and verbal communication skills

• Excellent commercial acumen

Performance Measures

PEOPLE

• Talent Succession & Retention

• Performance rating

• Engagement survey participation (self &

team)

• Engagement survey score

• Training engagement & completion (self

& team)

PROFIT

• Sales performance & retail KPIs

• Customer compliments & complaints

PLANET

• Health & Safety adherence

• Volunteering participation

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