Manager, Global Retail Learning

As the Global Retail Learning Manager, you will play a pivotal role in shaping the luxury client journey by designing, delivering, and sustaining world-class learning programs that elevate the Selling Ceremony and Client Experience. You will partner with retail teams and regions to ensure our Client Advisors are equipped to inspire, connect, and build long-lasting relationships with clients through storytelling, product presentation, and the artistry of luxury service.

This role is responsible for creating learning strategies that embody the brand's heritage, values, and commitment to excellence while driving measurable impact on client satisfaction, conversion, and long-term loyalty.

Location: This position is in-person at our Corporate Headquarters in New York, NY.

Key Responsibilities:

Learning Strategy & Design

• Develop and implement a global learning strategy focused on Selling Ceremony and Client Experience, aligned with brand priorities and retail excellence standards.
• Apply instructional design methodologies to create innovative and scalable learning programs that blend storytelling, product knowledge, and client discovery into elevated retail practices.
• Ensure all programs reflect the luxury jewelry client journey and drive consistency across global markets.

Program Development & Delivery

• Design and deliver learning programs across multiple modalities, including classroom, digital, gallery-style, and immersive experiences.
• Partner with cross-functional stakeholders to integrate brand storytelling and heritage education into selling and client experience frameworks.
• Develop toolkits, facilitator guides, and resources to enable consistent execution and long-term adoption in stores.
• Facilitate workshops and train-the-trainer sessions to strengthen selling and service capabilities across all regions.
• Collaborate with regional retail learning leaders to adapt global programs for local market relevance and execution.
• Serve as a subject matter expert and advisor on the selling skills and the Tiffany Client Experience. 

Measurement & Impact

• Define KPIs to measure the effectiveness of learning initiatives (e.g., client satisfaction, conversion, mystery shop results, average transaction value, repeat client rate).
• Influence teams by articulating the business value of learning in driving client loyalty and sales growth.
• Analyze data and feedback to refine programs and ensure relevance in diverse market contexts continuously.

Expertise & Attributes

• Global Mindset – Ability to work across cultures with grace, inclusivity, and awareness.
• Jewelry Experience – Deep expertise in fine jewelry, craftsmanship, and luxury retail.
• Industry Knowledge – Understanding of luxury retail and learning best practices.
• Technology Literacy – Expertise in digital learning tools and emerging innovations.
• Inspiration & Influence – Exceptional ability to engage, inspire, and influence diverse audiences.

The hiring range for this position ranges from $123,000 - $155,000. The rate of pay offered will be dependent upon candidates' relevant skills and experience. Management is also eligible for bonus.

Qualifications & Experience:

• 7+ years of experience in retail learning & development, preferably in luxury, fashion, or jewelry.
• Strong expertise in instructional design, including needs analysis, content creation, and blended learning strategies.
• Demonstrated excellence in facilitation and coaching for diverse audiences, from frontline teams to senior leaders.
• Proven success in designing and delivering client experience and selling skills training at a global scale.
• Strong knowledge of luxury retail service standards and passion for storytelling and brand heritage.
• Strategic mindset with analytical skills to measure learning effectiveness and impact.
• Ability to thrive in a fast-paced, matrixed global environment with cultural sensitivity.
• Willingness to travel internationally (approx. 20–30%).

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