Training & Customer Experience Manager

Tisun Beauty•Charlotte, NC

About The Position

Tisun Beauty Supply is an established and growing beauty retailer with more than 30 years of experience serving diverse communities. The company sells haircare, wigs, extensions, braiding hair, cosmetics, skincare, beauty accessories, and professional beauty essentials. As it expands toward becoming a nationally recognized, enterprise-level retailer, Tisun aims to develop the professionalism, service standards, organization, and employee development practices of leading beauty retailers while preserving its cultural diversity, community connections, and commitment to customers with varied backgrounds, hair textures, beauty preferences, and needs. The Training & Customer Experience Manager will lead the development, implementation, and ongoing management of company-wide employee training and customer service standards across store locations. The role bridges Human Resources, Store Operations, and Customer Experience by creating structured training programs and department-specific learning materials, coaching employees and managers, and establishing consistent service expectations. The successful candidate will help build employees’ knowledge and confidence, strengthen leadership and operational consistency, and deliver an exceptional, culturally aware customer experience. This hands-on leader will work across corporate planning and in-store execution, collaborating with executive leadership, HR, store management, and department managers. The role will build scalable training systems, documentation, competency assessments, service evaluations, and development benchmarks to support current and future locations. Performance will be assessed through training completion and competency, service consistency, customer satisfaction and feedback, product knowledge and sales readiness, manager participation in development, reduction of recurring training and service issues, and readiness of new employees and store locations.

Requirements

Previous experience in retail training, employee development, customer experience, or retail management.
Demonstrated experience developing or delivering employee training programs.
Strong understanding of customer service standards and retail operations.
Experience coaching employees, supervisors, or management teams.
Excellent communication, presentation, and leadership skills.
Ability to develop professional training materials and structured procedures.
Strong organizational skills and ability to manage multiple locations and priorities.
Ability to evaluate employee performance and identify development opportunities.
Ability to work directly with executive leadership, Human Resources, and store management.
Hands-on leadership ability spanning corporate-level planning and in-store execution.

Nice To Haves

Experience with established beauty retailers, specialty retail, cosmetics, or multicultural beauty markets.
Experience with companies operating multiple retail locations.
Background in corporate retail training, learning and development, or customer experience management.
Knowledge of beauty products, haircare, cosmetics, skincare, wigs, and extensions.
Experience implementing company-wide customer service standards or retail training initiatives.
Familiarity with HRIS, learning management systems (LMS), and employee performance tracking.

Responsibilities

Develop and implement a structured company-wide employee training program, including standardized onboarding and new-hire training procedures.
Create position-specific training guides for cashiers, sales associates, department leads, supervisors, and store managers.
Develop training materials covering company policies, workplace expectations, customer service, product knowledge, sales techniques, and operational procedures.
Establish ongoing employee development and refresher training, and evaluate employee knowledge, performance, and readiness after training.
Partner with Human Resources to maintain training documentation and completion records.
Establish and maintain consistent customer service standards across all store locations.
Develop a customer service philosophy grounded in professionalism, hospitality, product knowledge, and cultural awareness.
Train employees in customer engagement, communication, conflict resolution, customer retention, greeting customers, identifying needs, making recommendations, and personalized service.
Develop procedures for customer complaints, difficult interactions, and service recovery.
Conduct store observations and customer experience evaluations to identify improvement opportunities and promote a welcoming, inclusive, and professional shopping environment.
Develop department-specific product training for haircare and hair products; wigs, extensions, and braiding hair; beauty care and skincare; cosmetics and makeup; fashion and beauty accessories; and cashier and checkout operations.
Ensure employees understand product features, uses, differences, and customer needs, and establish product education standards for informed recommendations.
Coordinate product education and demonstrations with department managers and vendors.
Promote culturally informed product knowledge, including knowledge of hair textures, protective styles, beauty practices, and customer preferences across diverse communities.
Work with store and department managers to strengthen employee performance and leadership capabilities.
Coach managers on employee training, communication, accountability, and customer service expectations.
Conduct periodic store visits to assess training effectiveness and consistency of service.
Identify knowledge gaps and develop corrective training plans; support managers in setting clear team expectations.
Help build a culture of accountability, professionalism, teamwork, and continuous improvement.
Build scalable training systems for current and future store locations.
Develop a company training handbook, employee learning materials, and standardized operating procedures in collaboration with HR and Operations.
Establish training schedules, completion requirements, and employee competency assessments.
Introduce customer service evaluations and employee development benchmarks.
Recommend technology, training platforms, and resources to improve employee learning.
Help establish a consistent company identity and service experience across locations.