About This Opportunity:The Retail Training & Field Enablement Manager is responsible for developing, launching, and executing the retail learning strategy across Design Within Reach, Knoll and Herman Miller retail stores. This role serves as the business owner for retail training, creating engaging learning experiences that develop selling capability, elevate the customer experience, strengthen leadership, and drive consistent execution across the store fleet.
Reporting directly to the Vice President of Stores and partnering closely with Human Resources, Store Operations, Product, Marketing, and other cross-functional teams, this leader will build scalable learning programs that support both new and existing associates throughout every stage of their development.
This role may be based in New York City, Chicago, or another major metropolitan market and requires extensive travel.
The ideal candidate is passionate about developing people, thrives in a fast-paced retail environment, and understands how effective training directly impacts sales performance, customer experience, associate engagement, and operational excellence.
Key Responsibilities:Retail Learning Strategy & Program Development- Develop and own the retail learning strategy.
- Design, build, launch and continuously improve onboarding, leadership and development programs.
- Create instructor-led, virtual and self-paced learning.
- Develop playbooks, facilitator guides, participant materials, videos, job aids and certification programs.
- Ensure content reflects brand standards and business priorities.
Sales & Service Excellence- Develop training for sales fundamentals, luxury selling, discovery, clienteling, objection handling,
- closing, design consultation, Trade & Small Business, service recovery and signature service
- standards. Partner with Retail Leadership to improve Conversion, AOV, Design Services, Trade &
- Small Business, Customer Satisfaction and Sales Productivity.
Brand & Product Education- Develop curriculum covering MillerKnoll brands, history, design heritage, product storytelling,
- launches and competitive selling.
New Store Opening Training- Lead onboarding, certifications, launch readiness and onsite training before and after openings.
Field Coaching & Store Enablement- Travel extensively to coach leaders, facilitate workshops, reinforce selling behaviors, service
- standards and support adoption of new initiatives.
Operational Training Support & Change Enablement- Partner with Store Operations to support implementation and adoption of operational training,
- reinforce execution, gather field feedback and support change management.
Leadership Development- Develop programs for managers and emerging leaders focused on coaching, accountability, communication, business acumen and talent development.
Cross-Functional Collaboration- Partner with HR, Store Operations, Product, Marketing, Sales Operations, IT and Finance to support retail priorities.
Continuous Improvement- Measure learning effectiveness, refine curriculum and promote continuous learning.
Qualifications:Required- 7-10 years of progressive experience in retail training, learning & development, field leadership or retail operations.
- Demonstrated success designing and facilitating scalable learning programs.
- Strong understanding of retail selling, customer experience, leadership development and adult learning.
- Experience facilitating instructor-led and virtual learning.
- Exceptional presentation, coaching and communication skills.
- Strong project management and organizational skills.
- Ability to influence without direct authority and build cross-functional partnerships.
- Advanced Microsoft PowerPoint proficiency.
- Strong Microsoft Excel proficiency, including reporting and learning metrics.
- Proficiency with Microsoft Word and Office applications.
- Ability to travel extensively.
Preferred- Premium/luxury or specialty retail experience.
- Multi-unit retail experience.
- LMS and digital learning platform experience.
- Multimedia and blended learning experience.
- Bachelor's degree in Business, Education, Retail Management, Organizational Development or
Success in This RoleBuild confident, customer-focused teams; create consistent selling and service standards; accelerate onboarding; support successful new store openings; strengthen leadership capability; drive adoption of initiatives; improve measurable business outcomes; and foster a culture of continuous learning and accountability.
