Senior Manager, Retail Training

Position Summary

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
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Role and Responsibilities

Position Objective

The Senior Manager of Retail Training will lead a team of instructional designers and Media/Video associates in executing strategy, developing content, managing programs, and delivering all internal training initiatives. As the team’s leader, you will support our fast-paced technology environment with dynamic training solutions, digital platform utilization, and video production delivery. This role oversees the full training lifecycle, from onboarding to ongoing development, ensuring programs are aligned with business goals and sales performance targets. This individual will lead a team of trainers and designers, driving high-impact content creation, while serving as the face of the internal training team, frequently facilitating sessions both in person and on camera with energy and authority. This role will create training for mobile products, processes, and field systems. These trainings will be delivered through in-person, virtual, self-directed, and digital platform formats.

As a key member of the Retail Learning Center of Excellence (COE), you will play a pivotal role in shaping and delivering impactful training solutions that align with our retail go-to-market (GTM) strategy and drive sales performance. This role will collaborate directly with channel partners, product leaders, finance, and operations teams to align strategy and priorities. Collaboration with SMEs and program partners to convert complex product specifications and processes into learner-ready assets and workflows aligned to the organizational goals. This includes supporting face-to-face training, virtual, eLearning, small and enterprise-wide events, broadcasting town halls, and events for the external technology world (e.g., CES).

Key Responsibilities

Leadership and Planning:

• Lead and develop a team of retail instructional designers and a video/media associate to achieve goals on budget and schedule.
• Align training programs with retail GTM strategy, business objectives, and brand strategies.
• Oversee annual budget planning, KPI monitoring, and company initiatives.
• Analyze end-to-end learning delivery processes to identify opportunities for standardizing workflows and increasing efficiency.
• Develop and maintain project plans, timelines, and risk mitigation strategies for training initiatives and process enhancements.
• Design and implement scalable training programs that blend onboarding, continuous education, certifications, and field-readiness across multiple channels and geography.
• Establish intake and prioritization processes for learning-related requests to ensure clear alignment with retail and learning goals.

Training Program Management:

• Oversee all indirect and direct retail field training programs.
• Build internal certifications and coaching programs to improve role effectiveness and reduce time-to-proficiency.
• Manage all learning, training content, and video production for the retail sales enablement platform.
• Responsible for providing the sales organization with the information, content, expertise, and tools to help field sales associates drive sales.
• Responsible for planning and execution of training sessions, content, and delivery for events and national meetings
• Manage all video and broadcasting schedules, requests, scripts, run of show, and execution of pre-recorded, live-to-tape, and live broadcasting needs.
• Own development and governance of content (playbooks, talk tracks, comparison charts, competitive intel, sales objections) in collaboration with cross-functional partners.

Video/Media Management:

• Oversee the Broadcasting, events, and video production manager and team, fostering a collaborative, high-performance culture, with high- quality timely results.
• Oversee the development and execution of strategies for scalable, high-quality video, event, and broadcasting support.
• Responsible for team KPIs, identifying areas for improvement, and ensuring on-time delivery to customers.
• Assess training content requests, curating available video learning resources relevant to the requests/needs, and/or creating a strategy that includes developing impactful, dynamic training content in the appropriate timeline.

We are looking for:

• Creative: Design experience and the ability to create simulated learning in addition to other modalities.
• Collaborative:  Ability to work closely with SMEs, gain business acumen, and understand what is needed to drive success promptly.
• Adaptable: Ability to switch gears due to the demand of the business to meet new deadlines.
• Thorough: Ability to condense content in a concise and understandable format for the audience.

Skills and Qualifications

Minimum Qualifications

• High school diploma or equivalent with 8+ years leading training/enablement teams, ideally in retail, mobile or service industry.
• Bachelor's Degree in Education, Organizational Development, or related field preferred
• Understand models of design (ADDIE, SAM); virtual facilitation tools; content management systems; and learning management systems
• Expert proficiency with Adobe Creative Suite, Articulate Storyline 360, SCORM cloud, and Microsoft Office products, including Excel, Word, Outlook, and PowerPoint.
• Excellent written and verbal communication, stakeholder facilitation, and change management skills
• Prior experience will include developing and planning training videos. Line of sight to go-to-market and product training is a plus.
• Willing to travel 25-30%

Preferred Qualifications

• Develop and maintain excellent working relationships with all stakeholders within and outside the company, including Samsung management, coworkers, and customer representatives.
• Strategic thinker with the ability to balance big-picture planning with tactical execution.
• Demonstrate competency in both oral and written communication for internal and external personnel at all levels, especially in customer support product training program delivery areas of clients, prospects, and the company.
• Work independently and in a team environment to achieve personal and team goals and complete assignments within established timeframes.
• Have a positive and creative mindset and be open to development from peers and leadership.
• Possess impeccable oral, verbal, and written communication and presentation skills.
• Demonstrate excellence in time management skills and follow-up to ensure meeting on-time deliverables.

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Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more.  In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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