TRAINING & CUSTOMER EXPERIENCE MANAGER

Position Training & Customer Experience Manager

The Position Training & Customer Experience Manager will lead the development, implementation, and ongoing management of company-wide employee training and customer service standards. This individual will be responsible for ensuring that employees across all store locations are properly trained, knowledgeable, confident, professional, and equipped to deliver exceptional customer experiences. This position will bridge Human Resources, Store Operations, and Customer Experience by creating structured training programs, developing department-specific learning materials, coaching employees and managers, and establishing consistent service expectations throughout the organization. The ideal candidate understands that successful retail operations require more than selling products. They require knowledgeable employees, strong leadership, operational consistency, cultural awareness, and an exceptional customer experience.

Key Responsibilities

• Employee Training & Development
• Customer Service & Experience Management
• Department-Specific Product Knowledge
• Store Leadership & Performance Development
• Training Standards & Enterprise Development

Qualifications & Experience

• Required:
• 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 the ability to manage multiple locations and priorities.
• Ability to evaluate employee performance and identify development opportunities.
• Preferred:
• 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.

Leadership Expectations

• The successful candidate must be a hands-on leader who can move between corporate-level planning and in-store execution.
• We are looking for someone who:
• Thinks beyond individual store operations and understands scalable retail business practices.
• Can transform inconsistent training practices into structured, measurable programs.
• Understands how to develop employees into knowledgeable and confident retail professionals.
• Recognizes the importance of cultural awareness and serving diverse customer populations.
• Can hold employees and managers accountable to established company standards.
• Is comfortable working directly with executive leadership, Human Resources, and store management.
• Has the ability to build systems rather than simply identify problems.

Performance Expectations

• Success in this position will be evaluated through:
• Employee training completion and competency results.
• Consistency of customer service across store locations.
• Improvement in customer satisfaction and customer feedback.
• Employee product knowledge and sales readiness.
• Manager participation in employee development.
• Reduction in recurring training and service-related issues.
• Successful implementation of standardized training programs.
• Readiness of new employees and new store locations.

Our Vision

At Tisun Beauty Supply, we believe the future of beauty retail requires more than products on shelves. It requires knowledgeable professionals, meaningful customer relationships, inclusive service, and consistent operational excellence. We want to create an environment where customers feel understood, employees feel empowered, and every store delivers the same high standard of service. We are looking for a leader who wants to help build something bigger than a traditional retail operation someone who can help develop the people, systems, and customer experience that will support Tisun Beauty's next stage of growth. If you have the experience, leadership ability, and vision to help transform a growing beauty retailer into an enterprise-level organization, we invite you to apply.