Personal Shopping Academy - Senior Manager (Mat Cover)

A bit about the role

You will lead the Personal shopping Academy to design and deliver high touch, inspiring, engaging and effective development programmes with the priority of supporting the opening of a new luxury destination for Domestic and International High Value Clients (2026). Enabling the business to achieve the high Standards, Service and Sales expectations in Personal Shopping and exceeding the customer needs. You’ll work collaboratively with Senior Retail Leadership, heads of Personal Shopping and Service Excellence team members to deliver the strategy for the Academy. You will ensure that the Training & Development plans have impact on the Client Experience and the Personal shopping teams knowledge to achieve the luxury standards and commercial outcomes.

• Define and create the strategy for the Personal Shopping Academy
• Drive the strategic planning of the Personal Shopping Academy learning offer to ensure business expectations and customer needs are met, and regularly reviewed
• Deliver defined structured Retail focused learning and coaching programmes to support agreed areas of the business from Induction and Beyond
• Responsible for overseeing and managing a team across 4 store locations, demonstrating strong leadership and coordination skills in a remote and decentralized work environment ensuring consistency in the PS experience
• Design and develop face to face and digital solutions to meet business needs
• Lead the creation and execution of the Reach training plan for Personal Shopping, in collaboration with the Head of Client Engagement & Heads of PS
• Lead collaboration within the team, with external partners and internal business stakeholders to deliver high quality learning experiences & career paths which meet business needs
• Support, coach and guide the team and programme delegates to ensure a good success rate on meeting learning objectives and maximising performance
• Responsible for overseeing and influencing a team across 4 store locations, demonstrating strong leadership and coordination skills in a remote and decentralized work environment ensuring consistency in the PS experience
• Support the Personal Shopping management and talent review process, to promote a learning culture that encourages the right behaviours, alongside defined KPIs
• Manage costs effectively and ensure confidentiality is maintained in line with GDPR and compliance requirements

A bit about you
• A proven track record in role modelling exceptional Retail Luxury Clienteling and Service Standards
• Experienced in driving a Client and commercial mindset
• Experienced in designing and delivering comprehensive structured, development programmes for High impact Teams which drive behaviour change
• Experienced in planning and delivering Luxury projects and initatives 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, respected and engaging communicator who can work with Senior 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