Erin Lyle
West Milford,NJ
Summary
Passionate, creative, and results-oriented director with a proven track record of success in driving retail education programs and enhancing customer engagement. Skilled in developing and implementing innovative training initiatives, managing cross-functional teams, and leveraging data analytics to measure program effectiveness. Demonstrated ability to design and deliver engaging training programs, build and lead high-performing teams, and leverage technology to enhance the customer journey.
Overview
17
17
years of professional experience
Work History
Director of Retail Education & Customer Engagement
The Vitamin Shoppe
01.2016 - Current
- Responsible for the strategy, development, and implementation of all customer service, product and operational training for 600+ stores nationwide to increase overall business results, drive sales, and create a specialty retail experience for customers
- Implement innovative solutions to solve complex problems, resulting in increased productivity, store sales growth, and streamlined operations.
- Personally create and manage the design of all store learning materials inclusive of paper-based education, classroom style training, eLearning and video
- Developed all new retail associate blended learning onboarding program
- Revolutionized customer engagement and selling program, significantly improving customer satisfaction ratings and store sales & KPI results
- Implemented performance metrics for consistent evaluation and improvement.
- Consistently engage field teams in change processes to minimize resistance and promote acceptance.
- Work with operational business partners to document and develop all store system and process training
- Manage training operations including planning, budgeting, communications, and administration
- Co-leader on Women in Leadership Advisory Board
Director, Learning & Development
Toys “R” Us, Inc.
01.2014 - 01.2016
- Identified individual and group development needs to implement comprehensive and innovative learning strategies for the organization that cultivated the talent of the75,000+ team members within U.S
- Toys“R”Us Stores, Distribution Centers and Headquarters to build high performing, highly engaged teams
- Implemented a Director-level learning program
- Formed alliance with Rutgers University and the State of New Jersey Department of Labor and Workforce Development Grant Program to offer Rutgers facilitated development classes to NJ based associates at no cost to the organization
- Mentored a staff of over30 including wellness coaches and fitness instructors
- Sourced and deployed all new compliance training content to improve organizational audit compliance and improve the learner experience
Director, Store Training
Toys “R” Us, Inc.
01.2011 - 01.2014
- Built associate capability to achieve business strategies by designing, developing, implementing blended learning solutions for40,000+ employees in900 “R”Us stores nationwide
- Created relevant, fun and meaningful training that connected front line associates to the “why” behind training and provided clarity on their role and impact
- Drove commitment to a learning culture by providing Field Leadership tools to build long-term customer relationships and ensure profitability
- Achieved continuous year-over-year improvement in customer service metrics
Manager, Field Training
Toys “R” Us, Inc.
01.2008 - 01.2011
- Designed, implemented, and sustained a “one company” continuous training and onboarding program for U.S “R”Us store locations in the areas of selling and service, process and procedure, technical skills and product knowledge
- Transitioned company away from paper-based training to a blended learning experience inclusive of video, online, and eLearning
- Created company’s first internal blog and associate social learning environment
- Assisted in developing association wide policies and procedures
Education
Skills
- Strategic planning
- Decision-making
- People management
- Operations management
- Project management
- Creativity and innovation
- Strategies and goals
- Change management
- Content development
Awards
Best Blended Learning Solution eLearning Guild,2013, Top Young Trainer Award Training Magazine,2012
EXPERTISE
- Instructional Design
- Strategic Planning
- Project Management
- Critical Thinking
- Customer Service
- Retail Operations
- Problem Solving
- Change Management
- Ideation
Timeline
Director of Retail Education & Customer Engagement
The Vitamin Shoppe
01.2016 - Current
Director, Learning & Development
Toys “R” Us, Inc.
01.2014 - 01.2016
Director, Store Training
Toys “R” Us, Inc.
01.2011 - 01.2014
Manager, Field Training
Toys “R” Us, Inc.
01.2008 - 01.2011
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