Kind Goods Retail Trainer

Position Summary

The Retail Trainer is a front-of-house performance coach responsible for developing our retail teams to deliver exceptional customer experiences and drive sales results in the retail-store environments. You will split your time between facilitating structured classroom-style training for staff and store leadership and working directly on the sales floor - observing customer interactions, modeling best-practice behaviors, and delivering real-time coaching in communication, engagement, objection handling, consultative selling, and leadership execution.

This role also is responsible for building leadership capability across Lead Agents, Assistant General Managers, and General Managers - elevating decision-making, accountability, and coaching effectiveness at the store level. You will design, manage, and measure training programs in an LMS and operate within a QMS to ensure consistency, documentation, and audit readiness across a regulated retail environment.

What You’ll Do

Front-of-House Sales & Service Coaching

• Conduct on-the-job and classroom training for retail employees on SOPs, compliance, and customer service.
• Deliver in-the-moment coaching to retail staff
• Model brand-aligned customer interactions; provide feedback as needed. 

Leadership & Management Enablement

• Train and coach Lead Agents, Assistant GMs, and GMs on leadership fundamentals: expectation setting, observation & feedback, accountability, and performance management.
• Serve as a subject matter expert for retail training and development, advising leadership on best practices for employee growth and compliance including partner with store leadership to identify skill gaps, training needs, and opportunities for cross-training.
• Facilitate new-leader onboarding and ongoing development pathways.

Program & Systems Ownership (LMS / QMS)

• Build and manage curricula in the LMS (learning paths, assessments, certifications); track completions and proficiency; maintain version control.
• Operate within the QMS to ensure SOP alignment, training documentation, sign-offs, and audit readiness; execute CAPA-related retraining as needed.

Measurement & Continuous Improvement

• Define and report KPIs for training impact (e.g., completion & assessment rates, and qualitative behavior observations).
• Run structured follow-ups (observations, calibration with managers, refresher sessions) to close skill gaps.
• Partner with Operations, Quality, Compliance, and HR to prioritize training focus and roll out updates.

Operational Partnership

• Collaborate with store teams to align staffing, cadence, and execution plans for training days.
• Step in to support store operations during visits when business needs arise.