OVERVIEW

Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK’s number one choice for homewares because we make home life lovelier for our customers. And the caring and encouraging culture we’ve created makes this a place you’ll feel right at home too.
We are the UK’s Number One homewares retailer offering c85,000 products building a consumer-focused total retail business that delights customers through our multichannel operation.
We are determined in our plans to increase further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we progress.

WHAT WE’LL LOOK FOR IN YOU

• Experience in Learning & Development, particularly content creation and delivery.
• Strong written and verbal communication skills.
• Strong presentation skills.
• Able to take ownership and responsibility, proactively seeking out solutions and opportunities to improve.
• Excellent organisation and planning skills.
• Effective decision making.
• Professionalism and the ability to be an ambassador for our customer experience.
• Ability to travel when required.

DESIRABLE SKILLS:

• Flexible and adaptable to changing priorities.
• Experience of high-quality creating training material.
• The ability to work with multiple levels of leadership and stakeholders.

WHAT YOU’LL BE DOING

As a Store Experience Project Manager focussing on L&D, you can make a significant impact on our customer experience and overall colleague development. Your role is to enhance the in-store customer experience through targeted training and development initiatives.
In this role, you will collaborate closely with store teams and leadership to design, deliver, and evaluate learning & coaching programmes that empower colleagues to provide exceptional customer experiences. You will be responsible for creating training programmes and workshops that focus on great customer experience and developing the knowledge of our colleagues, fostering a culture of continuous improvement.
This content will cover both our core operation as well as any specific focus areas that might arise as ag result of a customer, colleague or business need. In addition, you will be working with functions across the business to ensure that our customer experience training is complimented by a well-informed colleagues who are knowledgeable about our product and our brand.
This will further come to life through department specific initiatives such as our large furniture formats and new department concepts as you lead and manage projects related to store experience enhancements, ensuring timely and successful execution that results in strong sales performance and engaged colleagues.
You will need to evaluate the effectiveness of training programmes and initiatives, adjusting as necessary to achieve desired outcomes. Staying close to industry trends and best practices in learning and development as well as cross-sector best practice, incorporating innovative approaches to training content. As well as providing recommendations on how best to enhance the customer experience where relevant.
National trainers will report into this role for a period of 12-18 months initially supporting the roll out of our self-service tills, covering the entire Dunelm store estate. You will be responsible for line managing and training the team on new content. You will need to monitor and evaluate the impact of the training and coaching being delivered through this team and the operations structure, capturing feedback on colleague engagement and customer satisfaction and analysing the results to create strategic recommendations.
This may result in adapting training approaches to the specific needs of individual stores, regions, or roles, ensuring relevance and engagement. It is critical that this role collaborates with the broader L&D teams to ensure all training aligns with organisational goals and customer expectations.

ROLE RESPONSIBILITIES:

• Creating and delivering engaging training content.
• Create an effective, ongoing coaching programme that can be maintained by our Regional Trainers.
• Working collaboratively with Regional Trainers and other central roles to ensure training content is up to date and aligned to current priorities.
• Monitor and evaluate the impact of training.
• Ability to effectively manage your own time, in line with the requirements of the role.
• Gathering insights from our colleagues and customers to identify opportunities to improve.