Head of Global Retail Training & Development

About the role

The Head of Global Retail Training and Development plays a pivotal role in the shaping of our retail evolution. As we expand our footprint and elevate our retail experience, this role is instrumental in building a more serve led culture, strengthening execution discipline and instilling a greater sense of pride in our brand. The role will drive a global training strategy that moves beyond product knowledge to true client engagement - equipping teams with tools and skills to deliver consistent and exceptional experiences. A core focus is to embed a stronger service mindset and improved selling skills both at our Expert level but also coaching our Store Leaders to inspire, guide and elevate their teams. The successful candidate should be strategic, agile, and has proven track record in driving retail excellence in large scale organizations and multiple store formats. The role requires close collaboration with our markets and continued strengthening of our retail training communities. Accountabilities General Develop and strengthen training and coaching strategies to drive growth in retail Deliver best in class data tracking, relating to the customer experience. Ensuring all reporting aligns with the broader Global Retail strategy and measures of success. Implement clear communication and governance frameworks for sharing of information, alongside action plan process to drive improvements. Manage external supplier relationships for digital solutions related to operations, training & staffing functionalities Build 2-way communication and feedback channels with all markets to shape future needs. Create a culture of best practice sharing and actively drive continuous improvements across all our markets. Manage key stakeholder relationships - through regular communication and expectation management Collaborate with key functions such as Business Units ( category teams) to ensure high standard training content and materials are delivered in line with New Product Launch timelines and guidance. Support the delivery of Content across both Direct and Indirect channel - working closely with the Director of Retail Excellence and the Head of Indirect. Training Strategy & Vision Lead the execution of the global retail training strategy, translating vision into scalable, future‑fit learning for Experts, Stylists and Store Leaders. Own the retail training approach globally, ensuring brand‑led, customer‑centric capability building across all retail touchpoints. Oversee the global retail experience metrics programme, partnering closely with the markets to connect experience insights (e.g. customer, mystery shopping or in‑store behaviours) to clear training priorities and capability interventions. Drive a data‑led approach to training, using experience metrics, learning analytics and market feedback to prioritise focus areas and measure effectiveness. Deliver consistent, high‑quality train‑the‑trainer frameworks and toolkits that balance strategic intent with day‑to‑day market execution. Retail People Competency Building Lead the development and ongoing evolution of Store Leaders, Expert and Stylist competency frameworks, clearly defining skill expectations across product knowledge, storytelling, selling behaviours and customer experience. Design and maintain global learning journeys that accelerate induction for new joiners and continuously raise capability for existing retail teams. Ensure competency building is practical, observable and coachable in-store, working closely with trainers and store leaders to embed learning into everyday execution. New Product Toolkit & Content Leadership Lead the design, development and rollout of all new product retail training toolkits, ensuring clear narratives, strong demo capability and launch readiness for every new product. Act as a trusted advisor to cross‑functional stakeholders, influencing retail experience and demo design through deep understanding of frontline execution. Partner with commercial, product and creative teams to secure resources and ensure training deliverables meet Dyson's quality, brand and experience standards. Digital & AI‑Enabled Learning Delivery Oversee Learning Management System (LMS) governance, ensuring all retail employees have access to relevant learning paths. Partner with Dyson IT and external vendors to explore new digital learning tools, authoring (e.g., Articulate, Storyline), and AI-driven learning solutions. Drive adoption and continuous improvement of digital learning content, enabling fast, high‑quality localisation through AI‑enabled creation and translation tools. Partner closely with markets to ensure digital learning approaches are adopted, embedded and delivering real frontline value. People Leadership & Community Building Directly manage, coach and develop a high‑performing team responsible for retail training content, NPD readiness and digital learning delivery. Build and sustain a strong global tra