Retail Training Manager, North America

OTB Spa•New York, NY

10d•$110,000 - $115,000•Onsite

About The Position

The Retail Training Manager is responsible for designing, implementing, and delivering impactful retail training strategies that elevate client experience, product knowledge, sales performance, and operational excellence across North America. This role partners closely with Retail Leadership, HR, Visual Merchandising, CRM, and Global Training teams to ensure all learning initiatives align with brand standards, business objectives, and retail growth strategies. The ideal candidate is a hands-on, people-focused leader with strong coaching capabilities, a passion for luxury retail, and the ability to drive performance through training, development, and continuous learning initiatives.

Requirements

5+ years of experience in retail training, coaching, store management, or multi-unit retail leadership, preferably within luxury or premium retail environments.
Strong understanding of luxury retail operations, clienteling techniques, and customer experience standards.
Demonstrated ability to influence, coach, and develop teams across multiple locations and levels of the organization.
Proven experience developing and delivering successful training programs that drive measurable business results.
Strong business acumen with the ability to analyze KPIs, retail performance, and operational metrics to identify opportunities and drive results.
Excellent communication, presentation, organizational, and stakeholder management skills.
Experience in results-oriented, high-growth environments with agile, resourceful capabilities.
Experience building, implementing, and iterating new processes from the ground up.
Experience with LMS platforms, Microsoft Office Suite, and digital learning tools.
Self-motivated, adaptable, and comfortable working in fast-paced, high-growth environments.
Candidates must be available to work in New York City.
Able to work a full-time, but potentially varied schedule including nights, weekends, and holidays as needed.
Ability to travel up to 50% across North America.
Applicants must be legally authorized to work in the United States at the time of application and be able to provide proof of employment eligibility upon request. Employment is contingent upon the successful verification of this authorization in compliance with federal immigration laws.

Nice To Haves

Bachelor’s degree preferred.
Multilingual capabilities are a plus.

Responsibilities

Design and execute comprehensive training programs for retail teams, including onboarding, product knowledge, luxury selling ceremonies, clienteling, operational excellence, and brand heritage.
Develop and deliver learning modules covering luxury customer service, sales techniques, product knowledge, visual merchandising, and brand heritage.
Partner with Retail Leadership and Global Training teams to localize and implement corporate training strategies aligned with regional business priorities.
Deliver in-store coaching and development programs that enhance sales performance, customer experience, and team effectiveness.
Support Store Managers in identifying skill gaps, creating individualized development plans, and fostering a culture of continuous learning and accountability.
Conduct regular store visits to assess training effectiveness through observation, performance metrics, mystery shop results, client feedback, and KPI analysis.
Support store managers in coaching their teams and developing in-store training routines.
Lead onboarding and induction experiences for new hires, ensuring successful integration into the brand culture, values, and service standards.
Measure training effectiveness using KPIs such as sales performance, mystery shop results, client feedback, and staff retention.
Collaborate cross-functionally with HR, Visual Merchandising, CRM, and Operations teams to support retail initiatives, new store openings, and organizational development.
Provide regular reporting and insights to leadership teams regarding training impact, business opportunities, and performance improvement initiatives.
Monitor and manage training progress through Learning Management Systems (LMS), ensuring completion, documentation, and accessibility of learning materials.
Act as a key ambassador of the brand by promoting service excellence, operational consistency, inclusivity, and employee engagement across all retail locations.
Promote a culture of accountability to meet or exceed goals related to retail and service sales, client experience, payroll, retail shrink, and omni-channel sales as set by Maison Margiela.
Drive company profitability through operational excellence, top-line sales growth, and expense control.
Address underperforming metrics for stores to drive profitability and achieve goals for these stores.
Effectively lead, develop, and support the sales and/or operations of a store to meet and/or exceed sales and profitability targets.
Model a culture of open communication by sharing enterprise strategy with direct reports and creating goals in alignment with goals.
Liaise between store staff, leadership, and business partners to obtain resources, remove obstacles, and drive in-store improvements for stores.
Continuously encourage, coach, and provide qualitative feedback, utilizing reward and recognition as well as performance management process to improve team engagement and performance.