Field Training Manager

About the role

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.

Responsibilities

• 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.
• Develop training for sales fundamentals, luxury selling, discovery, clienteling, objection handling, closing, design consultation, Trade & Small Business, service recovery and signature servicestandards.
• Partner with Retail Leadership to improve Conversion, AOV, Design Services, Trade & Small Business, Customer Satisfaction and Sales Productivity.
• Develop curriculum covering MillerKnoll brands, history, design heritage, product storytelling, launches and competitive selling.
• Lead onboarding, certifications, launch readiness and onsite training before and after openings.
• Travel extensively to coach leaders, facilitate workshops, reinforce selling behaviors, service standards and support adoption of new initiatives.
• Partner with Store Operations to support implementation and adoption of operational training, reinforce execution, gather field feedback and support change management.
• Develop programs for managers and emerging leaders focused on coaching, accountability, communication, business acumen and talent development.
• Partner with HR, Store Operations, Product, Marketing, Sales Operations, IT and Finance to support retail priorities.
• Measure learning effectiveness, refine curriculum and promote continuous learning.

Qualifications

• 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.