Learning Manager

We have an exciting opportunity at the heart of Harrods – working alongside our Retail team – to lead on the development, implementation and evaluation of our learning experiences and tools for our customer-facing colleagues.

As a business, we pride ourselves on being exceptional every day. We prioritise excellence by empowering our colleagues with the knowledge, skills and tools they need to excel in their roles. Supported by the Learning & Development team, you'll collaborate with Retail Department leaders, managers and teams to solve business challenges, identifying solutions that address any capability or skills gaps – and deliver the ‘Anything is Possible’ experience for customers.

About the Role 

This newly-created role will be pivotal to supporting, elevating and the success of key Retail initiatives at Harrods, including one of our biggest strategic investments to date – the expansion of our world-class Private Shopping service.

Principle accountabilities include:

• Provide expert knowledge in adult learning theory and practices.
• Accurate diagnosis of learning needs, working with stakeholders and SMEs.
• Create robust learning proposals and project plans, to execute on above.
• Apply knowledge of luxury lifestyle, brands and service, to L&D design.
• Discovery, Design and Delivery of all learning and development activities and supporting communication; incorporating a blended approach. 
• Facilitate in-person sessions, briefings, train-the-trainer, 121 or team coaching.
• Evaluate the success of L&D activities and actively assess ROI for the business.
• Manage project budget, procurement and relationships with external vendors..

This will be a hybrid role, requiring you to work 3-4 days a week in Harrods HQ (Hammersmith) or in-store (Knightsbridge).

About You 

We are looking for a learning and development specialist, preferably with experience working within the luxury Retail or Hospitality sector. You will be established at building effective, collaborative relationships with senior management and influencing at all levels.

You will also have:

• Expert understanding of adult learning design principles and best practices.
• Expertise and confidence in how to scope, design and deliver complex L&D projects, end-to-end, with minimum supervision and guidance.
• Engaging facilitation style, and confident communicating to senior audiences.
• Excellent relationship and stakeholder management skills.
• Strong coaching and influencing skills.
• Agility to work collaboratively within a programme team, and autonomously.
• Passion for customer-focus, putting client experience at the heart of everything.