• Spearheading the development and execution of a customer service training programme for employees across Poland, Germany and Ukraine and a separate one for new and deputy managers and sales assistants
• Leading and coordinating training sessions and workshops for employees to improve customer service
• Overseeing the creation of the Mystery Shopper and Model store programme and other operational and organisational procedures, monitoring and measuring adherence to all across all operations
• Undertaking full accountability for the meeting of all KPIs and responsible for preparation and control of the budget within the training department
• Working closely alongside and liaising with the Operations Manager, Area Managers and the HR department