Back to jobs

Retail Trainer

Job description

Fortnum & Mason are looking for a Retail Trainer to join the Fortnum’s Family!


Our Retail Trainer will be responsible for the development, implementation, and evaluation of training programs to enhance the knowledge and skills of our retail staff. This role is crucial in ensuring that our employees are equipped with the necessary skills to deliver excellent customer service, operational best practice and leadership coaching.


The role is required to build relationships and operational credibility within the teams, actively plan & deliver practical training according to each stores demands, work in tandem with our L&D partners to ensure we are investing in our people in the right way and bring the latest thinking and methodologies to drive positive behaviours and results. This role will also cover all stores and will require regular monthly site visits, with a base within our Piccadilly store, working closely with our Retail Director. 


This is a full time, 37.5 hour per week role, based in store 5 days per week. 


Key Accountabilities:

  • Design and implement comprehensive training programs for retail staff, covering product knowledge, sales techniques, customer service through ESP Exceptional Service Training, 
  • Regularly assess the effectiveness of training programs through feedback surveys, interviews, and sales results, and make necessary adjustments.
  • Train key Learning Ambassadors to support roll out of initiatives.
  • Stay informed about the latest trends in retail and adapt training programs accordingly.
  • Work closely with retail management to identify training needs and gaps and develop strategies to address them.
  • Develop and manage a supplier training calendar for both internal and external training.
  • Manage and maintain accurate training records including project plans & training calendars.
  • Communicate development opportunities and promote apprenticeships.
  • Foster a culture of inclusion to develop teams to the highest standard in line with our values.
  • To create accurate and detailed SOPs so that all teams are working to an agreed standard.
  • Design digital training videos/modules

We expect the successful candidate to have the following skills and experience:

  • Proven experience as a Trainer in the retail industry.
  • Practical retail management experience minimum 5 years
  • Proficiency in MS Office and Learning Management Systems (LMS).
  • A leader who inspires and motivates all who work around you.
  • Have proven operational excellence and an eye for detail and standards.
  • Driven and role model your own personal and professional development.
  • Curious and willing to learn new things.
  • A self-starter who is forward thinking and can use your own initiative.
  • Exceptional organisation and time management skills.


In return we offer:

  • A competitive salary
  • A generous store and restaurant discount of up to 40%
  • Annual bonus of up to 5% of annual salary
  • 28 days holidays pro rata (inc. bank holidays) and an extra day off for your birthday
  • A fantastic, subsidised staff restaurant which uses Fortnum’s ingredients
  • Defined development scheme to grow your career
  • Excellent pension scheme