TRAINING & CUSTOMER EXPERIENCE MANAGER

Tisun Beauty•Charlotte, NC

About The Position

Tisun Beauty Supply is hiring a Training & Customer Experience Manager to lead the development, implementation, and ongoing management of company-wide employee training and customer service standards. The role ensures employees across store locations are trained, knowledgeable, confident, professional, and equipped to deliver exceptional customer experiences. Working across Human Resources, Store Operations, and Customer Experience, the manager will create structured training programs, department-specific learning materials, and consistent service expectations. The position combines corporate-level planning with in-store execution and supports Tisun Beauty Supply’s goal of growing into an enterprise-level beauty retailer while preserving its cultural diversity, community connections, and commitment to serving customers with varied backgrounds, hair textures, beauty preferences, and needs. The manager will build scalable training systems for current and future locations, develop onboarding and continuing education, coach employees and managers, assess training and service performance, and help establish a consistent, welcoming, inclusive, and professional experience across every store.

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 to move between corporate-level planning and in-store execution.
Ability to build structured, scalable, measurable programs and hold employees and managers accountable to established standards.
Cultural awareness and ability to serve diverse customer populations.

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 programs; evaluate employee knowledge, performance, and readiness after training.
Partner with Human Resources on training documentation and completion records.
Establish and maintain consistent customer service standards across all store locations and develop a customer service philosophy reflecting professionalism, hospitality, product knowledge, and cultural awareness.
Train employees in customer engagement, communication, conflict resolution, customer retention, customer needs identification, product recommendations, and personalized service.
Develop procedures for handling customer complaints, difficult interactions, and service recovery.
Conduct store observations and customer experience evaluations to identify improvement opportunities and promote a welcoming, inclusive, professional shopping environment.
Develop structured product training for haircare, wigs, extensions, braiding hair, beauty care, skincare, cosmetics, 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 with department managers and vendors on product education and demonstrations; promote culturally informed knowledge of hair textures, protective styles, beauty practices, and customer preferences.
Work with store and department managers to strengthen employee performance and leadership capabilities; coach managers on training, communication, accountability, and customer service expectations.
Conduct periodic store visits to assess training effectiveness and service consistency, identify knowledge gaps, develop corrective training plans, and support managers in setting clear team expectations.
Help build a culture of accountability, professionalism, teamwork, and continuous improvement.
Build scalable training systems to support current and future store locations; develop a company training handbook, learning materials, and standardized operating procedures 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, and help establish a consistent company identity and service experience across locations.
Work directly with executive leadership, Human Resources, and store management to create measurable systems and translate plans into in-store execution.