Head of Training & Client Experience

Responsibilities

• Define and lead the global training strategy, aligning content and delivery with brand values, commercial priorities, and Acne Studios' elevation roadmap
• Design and implement a comprehensive annual training plan, fully integrated with the commercial calendar, product launches, and key brand moments
• Oversee the creation and governance of training programs, including brand culture, product knowledge, materials, selling ceremony, and luxury service etiquette
• Own and continuously evolve the global client experience framework, defining standards for interpersonal engagement, service rituals, and client-facing behaviours across retail and digital touchpoints
• Develop culturally relevant training initiatives and storytelling formats, including projects linked to Acne Paper, to strengthen teams' ability to engage clients through contemporary culture
• Manage and optimize the training digital ecosystem (including training applications), ensuring strong adoption, usability, and ongoing content relevance
• Lead, coach, and develop the Training & Client Experience team, fostering a culture of excellence, structure, and creativity
• Partner closely with regional teams to ensure consistent execution while allowing for local adaptation and market-specific needs
• Oversee global mystery shopping programs, analysing performance and defining actionable improvement plans to continuously elevate client experience standard

Requirements

• Specific personal qualities for this role:
• Strong stakeholder management skills, with the ability to collaborate cross-functionally across HQ and international markets
• Analytical mindset, with the ability to translate performance insights into targeted actions that elevate behaviors and outcomes
• Specific experience and knowledge for this role:
• Extensive experience in training, client experience, or retail excellence within the luxury or premium fashion industry
• Strong expertise in selling ceremony, luxury service standards, and interpersonal client engagement across omnichannel environments
• Proven ability to design and deploy global strategies while balancing HQ direction with regional relevance and execution
• Experience developing training content and managing digital learning platforms at scale
• Strategic, structured, and detail-oriented, combined with a strong creative and cultural sensibility aligned with Acne Studios' universe
• Experienced people leader with the ability to inspire, coach, and develop high-performing teams in a fast-paced, global environment
• Fluent in English
• What matters most to us is not whether you master all the listed knowledge and skills. We are dedicated to recognising the potential in each individual. We embrace diversity of people as well as ideas and viewpoints and encourage everyone's individual expression of their own identity.

Additional Information

Acne Studios is a progressive luxury house and through collaboration and curiosity, we set high aspirations and strive for excellence. We value everyone's contribution and embrace feedback to develop ourselves and others. We aim to minimise our environmental impact across all our operations and to address societal challenges in the way we conduct our business. As Head of Training & Client Experience at Acne Studios HQ in Stockholm, you will define and elevate a global strategy that strengthens our luxury positioning and client-facing excellence. You will translate our brand DNA into consistent, high-quality client experiences and drive impactful execution across all markets. CULTURE OF COLLABORATION We firmly believe that when you feel supported, included, and trusted, it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds, each with their unique skills and experiences.

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