Senior Global Retail Training & Development Manager

Job Description

About the Role

The Senior Global Retail Training and Development Manager plays a pivotal role in shaping Dyson’s retail evolution. As we expand our footprint and elevate the retail experience, this role will set the global direction for retail capability, build a more service-led culture, strengthen execution discipline and instill greater pride in our brand.

The role will own a global training strategy that moves beyond product knowledge to true client engagement, equipping teams with the tools and skills to deliver consistent, exceptional experiences. A core focus will be embedding a stronger service mindset and more effective selling skills at Expert and Stylist level, while building the coaching and leadership capability of Store Leaders. The role will also set the direction for soft skills and behavioral development across customer engagement, communication, coaching, career development and leadership.

The successful candidate will be a strategic and agile retail capability leader with a proven track record of delivering retail excellence across large-scale organisations and multiple store formats. They will build strong partnerships with markets, influence senior stakeholders and strengthen the global retail training community to deliver sustained business impact.

Accountabilities

General

• Own the global strategy for Retail Capability and Customer Experience, translating business priorities into ambitious objectives and deliverables that drive measurable commercial outcomes.

• Influence and align market leadership teams behind a common vision, ensuring consistent adoption of global standards while balancing local market requirements.

• Shape future capability priorities through ongoing engagement with markets, identifying emerging needs, removing barriers to adoption and driving change.

• Act as a senior advisor to Global Retail leadership on capability, customer experience and frontline effectiveness, ensuring investment decisions deliver measurable business impact.

Training Strategy & Vision 

• Set and evolve the global retail training strategy, translating the Retail vision and business priorities into scalable, future-fit learning for Experts, Stylists and Store Leaders.

• Establish the global training approach, standards and governance required to deliver consistent, brand-led and customer-centric capability building across all retail touchpoints.

• Own the global retail experience measurement approach, partnering with markets to translate customer feedback, mystery shopping and in-store behaviour insights into clear capability priorities.

• Use experience metrics, learning analytics, store performance data and market feedback to guide investment, evaluate impact and continuously improve the strategy.

• Define scalable train-the-trainer frameworks and toolkits that enable markets to execute consistently while adapting appropriately to local needs.

Retail People Competency Building 

• Own and evolve the competency frameworks for Store Leaders, Experts and Stylists, defining clear expectations across product knowledge, storytelling, selling behaviours, customer experience and leadership capability.

• Set the global learning architecture and journeys that accelerate induction for new joiners, support career development and continuously raise capability across existing retail teams.

• Partner with market trainers and Store Leaders to embed practical, observable and coachable behaviours into everyday store routines and performance conversations.

Soft Skills & Behavioural Development

• Set the global direction and curriculum for soft skills and behavioural development, covering customer engagement, communication, selling behaviours, coaching, career development and leadership.

• Sponsor the development of practical facilitation materials, toolkits and train-the-trainer approaches that enable consistent, high-quality delivery across markets.

• Use customer experience insights, learning feedback and store performance data to identify behavioural capability gaps, prioritise interventions and demonstrate impact.

• Leverage the global training community and Dyson Demo stores to identify best practice, pilot new approaches and scale effective solutions.

• Shape a cohesive blended learning experience across instructor-led, virtual and digital formats to strengthen engagement, completion and application in store.

New Product Toolkit & Content Leadership

• Set the global training strategy and content standards for new product launches, ensuring compelling narratives, strong demonstration capability and market readiness.

• Act as a trusted advisor to cross-functional leaders, influencing retail experience and demonstration design through a deep understanding of customer and frontline needs.

• Partner with Commercial, Product and Creative teams to align priorities, secure resources and ensure training deliverables meet Dyson’s quality, brand and experience standards.

Training Community & Capability Building

• Build and lead a strong global training community that connects global, regional and market teams, accelerates knowledge sharing and drives adoption of global priorities.

• Engage Store Leadership communities to ensure training strengthens daily coaching, raises Expert and Stylist capability and supports consistent execution in stores.

• Create a culture of learning excellence, accountability and continuous improvement, using market feedback and performance insights to evolve the global approach.

About You

• At least eight years of combined experience in retail operations, learning and development, or retail capability roles within a large-scale, multi-market organisation.

• Proven ability to set strategy, translate it into scalable programmes and deliver measurable business and customer outcomes.

• Strong stakeholder management and influencing skills, with the credibility to advise senior leaders and align diverse market stakeholders.

• Demonstrated ability to balance strategic thinking with practical execution in a high-energy, fast-paced environment.

• Proven experience designing and facilitating soft skills and behavioural development programmes for frontline or field-based teams.

• Strong coaching and facilitation capability across small and large groups, both in person and virtually.

• Commercially minded and data-led, with the ability to use customer, learning and performance insights to prioritise investment and evaluate impact.

• Highly organised, with strong programme and project management skills and the ability to manage multiple competing priorities.

• Excellent written, verbal and presentation skills, with the ability to communicate clearly and build trust at all levels.

• Experience working effectively in a diverse, international and matrixed environment.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.