Kiara Ruxton-Boyle
Summary
Seasoned professional with focus on training and development, dedicated to driving organisational growth. Proven track record of designing and implementing comprehensive training programmes that enhance employee performance and engagement. Skilled in leveraging innovative learning strategies to cultivate talent and improve overall productivity.
Overview
17
17
years of professional experience
Work history
Global Head of Training & Quality - Customer Care
LuxExperience (Formerly YNAP)
London
07.2023 - 09.2025
- Create and drive the global skill strategy across 1P and 3P to deliver key workforce and customer metrics such as service quality, job role proficiency, FCR, AHT and CSAT
- Design and implementation of end to end learning solutions across the brands: NET-A-PORTER, MR PORTER, YOOX and The Outnet to facilitate business and customer priorities
- Implemented the Every Customer First quality assurance program to ensure that the luxury service promise was delivered
- Collaborated with cross-functional teams to align training content with organisational objectives.
Training and Quality Manager
YNAP
London
11.2015 - 05.2023
- Lead a multi-site training and quality team to achieve their job role success as well as business and commercial goals
- Implement and deliver the Customer Care training program including classroom, workshops, bite size and coaching
- Evaluate and improve the training effectiveness through feedback and assessments to ensure they meet business objectives and make nec adjustments
- Communicate with management trainers, QAs, and the wider workforce to identify training needs and opportunities
International Training Manager
Swarovski - Lola and Grace
London
04.2014 - 04.2015
- Create induction, product and selling training workshops for a start-up Swarovski brand across retail stores in UK and Italy
- Deliver training to the Lola & Grace workforce in head office and operations
- Measure quality of customer experience on store visits using service perimeter guidelines and coaching and feedback for continuous improvement
Trainer
MANGO
London , England
05.2010 - 05.2013
- Deliver the MANGO training program to the instore teams across UK, Ireland and Scandinavia
- Training styles span across classroom, workshops, coaching from sales assistant to Area Manager
- Key deliverables were to drive sales, store conversion and quality of customer experience
Recruitment and Training Coordinator
Ralph Lauren
London
03.2009 - 05.2012
- Final approval on all hiring decisions of staff for Ralph Lauren wholesale concessions in London flagships: Harrods, Selfridges, Harvey Nichols, House of Fraser
- Delivery of product and selling training as per the Ralph Lauren global program
- Budget management for staffing contribution to support wholesale buying agreements
Education
Bachelor of Arts - English Literature And Language
University of Liverpool
06.1999
Skills
- Onboarding process design
- Performance metrics evaluation
- Learning and development strategy
- Talent Management
- Programme design and implementation
- Curriculum planning
- Performance evaluation
- Customer Service
- Team Leadership
- Strategic planning
- Training and Development
- Quality Assurance
Timeline
Global Head of Training & Quality - Customer Care
LuxExperience (Formerly YNAP)
07.2023 - 09.2025
Training and Quality Manager
YNAP
11.2015 - 05.2023
International Training Manager
Swarovski - Lola and Grace
04.2014 - 04.2015
Trainer
MANGO
05.2010 - 05.2013
Recruitment and Training Coordinator
Ralph Lauren
03.2009 - 05.2012
Bachelor of Arts - English Literature And Language
University of Liverpool