Head of Education & Service Full Time NEW

As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.

Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.

Head of Education & Service

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. This role does not focus on day today training delivery or routine facilitation. 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.

Key Responsibilities

Strategic Leadership of Product Training

• Lead the planning and execution of major product learning programmes for new brand launches, campaigns, brand evolution as well as Connected By Beauty ensuring that it aligns with commercial priorities.
• Aligning with the Commercial Teams and devise a tiered strategy for what education activation is required depending on the commerciality of the brand/product and store type.
• Create business wide product education plans with clear delivery pathways ensuring that employees are clear on what 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 how we identify opportunities within the business for improvement
• Ensure training approaches embody the brand experience, product storytelling, Connected By Beauty, the Retail Strategy and our 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/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 the 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 offer succession opportunities for future opportunities within your 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 are suitable for our different store formats across the estate
• Partner with Retail Ops/Commercial/Category teams to ensure seamless and well timed product training launches.
• Ensure that all education content has a commercial or brand value focus
• Trial content within certain stores/areas to ensure that content is having a 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 across teams. Relate these figures to store KPI’s in terms of 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 it is accurate, engaging and brand aligned.
• Approve scripts, storyboards, social-style videos, microlearning modules and field assets ensuring that they are both 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 align fully 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, LMS insights to gauge performance comparing to our store KPI’s and continuity and use these to drive future improvement and development
• 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.
• Be curious by continually benchmarking best practice and incorporate emerging learning technologies into the strategy.

Essential

Experience & Skills Required

• 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.

Desired

• 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.

Personal Strengths

• 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.

Please note that only successful candidates will be contacted.

All applicants must have the right to live and work in the UK.

If you want to find out more about us, what it is like to work for us, all about our benefits, and our pledges on Diversity, Inclusion and Belonging, please visit our website.

Space NK are an equal opportunities employer.

How We Will Use Your Information

We will use the information you provide to us with your job application to help us process your application for the specific job you have applied for. If you apply speculatively, we will process your application for the job/relevant business area that you detail within your email.

Please note that our current system does not use an automated filtering system.

All applications made via the website, through a third-party website or in-store will be kept on file for a period of 12 months.

This information will be retained and used to assess your suitability to similar positions that may arise in the future, or if the initial vacancy becomes live again during the 12-month period. If you would prefer us to not hold your information on file/ you wish to be ‘forgotten’ if you are not offered a position with Space NK, please email your ‘right to be forgotten’ to our recruitment email address with RIGHT TO BE FORGOTTEN as the title of the email. We will always inform you when we have deleted your application details, otherwise we will treat your application as consent to us holding this information.