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About the role
This role leads the global retail training and capability agenda for Dyson, based at the St James Power Station headquarters in Singapore. It sets direction for how retail teams engage customers, sell and lead across many markets and store formats. It suits a senior retail capability or learning leader who can influence market leadership and turn strategy into scalable programmes.
What you'll do
Own the global strategy for retail capability and customer experience, turning business priorities into objectives and deliverables with measurable commercial outcomes.
Align market leadership teams behind a shared vision, driving consistent adoption of global standards while allowing for local market needs.
Identify emerging capability needs through ongoing market engagement, remove barriers to adoption and drive change.
Advise global retail leadership on capability, customer experience and frontline effectiveness so investment decisions deliver measurable impact.
Set and evolve the global retail training strategy for Experts, Stylists and Store Leaders.
Establish global training approach, standards and governance for consistent, brand-led capability building across retail touchpoints.
Own the global retail experience measurement approach, translating customer feedback, mystery shopping and in-store behaviour insights into capability priorities.
Use experience metrics, learning analytics, store performance data and market feedback to guide investment and improve the strategy.
Define scalable train-the-trainer frameworks and toolkits for markets to execute consistently.
Own and evolve competency frameworks for Store Leaders, Experts and Stylists across product knowledge, storytelling, selling behaviours, customer experience and leadership.
Set the global learning architecture and journeys for induction, career development and ongoing capability building.
Partner with market trainers and Store Leaders to embed observable, coachable behaviours into store routines and performance conversations.
Set global direction and curriculum for soft skills and behavioural development, including customer engagement, communication, selling, coaching, career development and leadership.
Sponsor development of facilitation materials, toolkits and train-the-trainer approaches for consistent delivery across markets.
Use customer experience insights, learning feedback and store performance data to find behavioural gaps, prioritise interventions and show impact.
Leverage the global training community and Dyson Demo stores to identify best practice, pilot new approaches and scale effective solutions.
Shape a blended learning experience across instructor-led, virtual and digital formats to strengthen engagement, completion and application in store.
Set global training strategy and content standards for new product launches, ensuring compelling narratives, strong demonstration capability and market readiness.
Advise cross-functional leaders
Requirements
At least eight years of combined experience in retail operations, learning and development, or retail capability roles in 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 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, in person and virtually
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