Head of Education & Service in City of Westminster

The Head of Education & Service is responsible for the strategic delivery of high impact product and service 'Connected By Beauty' education that enables our store teams to confidently understand, represent, and champion each and every product and brand that we sell whilst offering a 'feeling that you take with you' service offering. This role has to balance both product and service education focuses through the output of their team. It provides strategic oversight for product learning, the leadership of both Field Training and commercial teams, and the development of a modern, scalable product education system.

A core part of the role is leading the implementation, optimisation and long‑term growth of the Learning Management System (LMS) to ensure product training is accessible, trackable, engaging and consistently rolled out across the organisation.

• Strategic Leadership of Product Training: Lead the planning and execution of major product learning programmes for new brand launches, campaigns, brand evolution and for 'Connected By Beauty', ensuring alignment with commercial priorities. Collaborate with Commercial Teams and devise a tiered strategy for education activation based on commerciality of the brand/product and store type. Create business‑wide product education plans with clear delivery pathways, ensuring employees know the training pathways they need to undertake. Drive the Mystery Shop Programme to deliver consistent 80%+ results for 100% of the stores; seek and implement ways to grow, develop the programme and identify improvement opportunities. Ensure training approaches embody the brand experience, product storytelling, 'Connected By Beauty', the Retail Strategy and commercial objectives (KPI's, conversion, ATV, AUS, mystery shop, etc.). Act as the first contact point and Space NK brand representation for any new brands or power brands, ensuring a quality service offering through communication and education innovation.
• Team Leadership & Development: Provide leadership, coaching and direction to Field Trainers who support operational and on‑shop‑floor rollout of major product learning initiatives. Lead the Product Education Content Team, ensuring creation of high‑quality digital, social‑style and short‑form content that drives engagement and product confidence. Build capability and career pathways across both teams, encouraging innovation and professional growth. Ensure that talent for in‑store roles offers succession opportunities for future positions within the team.
• Programme Delivery & Execution: Own end‑to‑end delivery of large‑scale product and customer‑service‑led training programmes across the business. Create and devise a new store‑opening education strategy. Define delivery models (digital‑first, blended, cascade, field activations) that scale effectively across multi‑site environments and suit different store formats. Partner with Retail Ops, Commercial and Category teams to ensure seamless and well‑timed product training launches. Ensure all education content has a commercial or brand value focus. Trial content within selected stores/areas to confirm commercial impact.
• LMS Implementation & Growth: Lead the implementation and configuration of the organisation's Learning Management System to support product training at scale. Define LMS structure and content pathways for product learning. Oversee launch, adoption and ongoing optimisation of the LMS, ensuring it becomes the central hub for product education. Work with tech and external vendors to ensure smooth integration and development. Develop reporting and analytics frameworks to measure engagement, completion, knowledge gaps and product readiness; relate these figures to store KPIs for actionable insights. Build a multi‑year roadmap for LMS growth, including enhanced features, digital learning innovation and global scalability.
• Content & Channel Oversight: Provide creative and strategic oversight for all product training content, ensuring accuracy, engagement and brand alignment. Approve scripts, storyboards, social‑style videos, micro‑learning modules and field assets, ensuring they are inspiring and commercial. Ensure content works effectively across the LMS, social channels and operational communication tools.
• Cross‑Functional Collaboration: Act as the central liaison for Marketing, Commercial, Category, People and Retail Operations. Ensure training timelines and content fully align with product go‑to‑market and brand campaign schedules. Partner with SMEs internally and externally to ensure technical accuracy and commercial relevance.
• Governance, Quality & Evaluation: Establish and maintain standards for product training quality, accuracy, tone and consistency. Use data analytics, store feedback, attendance figures and LMS insights to gauge performance against store KPIs and drive future improvement. Implement continuous improvement processes that raise the bar for product education.
• Continuous Improvement & Innovation: Drive innovation in product learning through digital tools, immersive formats, interactive content and community learning approaches. Ensure learning experiences reflect consumer trends, brand evolution and modern content consumption habits. Benchmark best practice and incorporate emerging learning technologies into the strategy.

• Proven experience delivering large‑scale product training programmes.
• Strong leadership experience managing both field teams and digital/content teams.
• Experience implementing, administering or optimising an LMS.
• Excellent project/programme management skills.
• Strong stakeholder management and influence across senior leaders.
• Experience overseeing digital or social‑style learning content.
• Ability to translate complex product information into accessible learning strategies.

• Retail, beauty, FMCG or multi‑site operational experience.
• Experience with learning technologies, mobile learning platforms or digital adoption tools.
• Experience working closely with Brand, Product and Commercial teams.

• Strategic Thinking – links product and customer service education to commercial priorities.
• Leadership & People Development – builds high‑performing teams.
• Digital Learning Enablement – leads LMS strategy and digital learning evolution.
• Creative Direction – guides engaging, modern content.
• Commercial Acumen – understands product economics and customer experience drivers.
• Stakeholder Influence – strong, credible communication across functions.
• Operational Excellence – ensures consistency and quality in delivery.