Job Description

The Luxury Customer and Consumer Service Trainer is responsible for developing, implementing, and facilitating training programs that enhance the knowledge, skills, and performance of our remote customer and consumer service associates. This role plays a key part in ensuring a world-class luxury service experience by equipping team members with the tools and expertise needed to deliver high-value, personalized customer interactions. The Trainer will work closely with leadership to assess training needs, create engaging learning materials, and drive continuous improvement in service quality.

This is a remote role for North America (US/Canada). Standard hours are Monday through Friday, with flexibility based on business needs.

RESPONSIBILITIES:

• Training Development & Facilitation: Design, develop, and deliver training programs focused on luxury customer and consumer service, product knowledge, and system navigation.
• Onboarding & Continuous Learning: Lead onboarding programs for new hires and provide ongoing education for existing associates to enhance their skills and performance.
• Luxury Customer Experience Excellence: Ensure training aligns with luxury service standards, emphasizing personalized, high-value interactions that exceed customer expectations.
• Process & Service Improvement: Identify and implement best practices to improve efficiency, knowledge retention, and customer satisfaction.
• Coaching & Skill Development: Provide individualized coaching, role-playing scenarios, and feedback to strengthen associate performance.
• Quality Assurance & Compliance: Ensure training content aligns with company policies, compliance regulations, and industry best practices.
• Collaboration & Stakeholder Engagement: Partner with leadership, Customer Experience, Sales, Marketing, and Product teams to align training programs with business goals.
• Training Evaluation & Metrics: Track training effectiveness using key performance indicators, feedback, and data analysis to continuously refine and improve programs.

Qualifications

BASIC QUALIFICATIONS:

• Bachelor’s degree preferred. In lieu of a degree, an additional 4 years of related experience is required.
• Minimum of 3 years of experience in training, coaching, or instructional design within a customer service or luxury brand environment.
• Experience in a remote customer service or call center setting is highly desirable.
• Strong knowledge of adult learning principles, instructional design, and training methodologies.
• Exceptional communication and presentation skills, with the ability to engage and motivate associates.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Learning Management Systems (LMS).
• Must be flexible with work hours as needed to support team and business demands.
• Ability to travel as required for team meetings, training sessions, or business needs.

PREFERRED QUALIFICATIONS:

• Experience training teams in a luxury service environment.
• Knowledge of CRM systems, workforce management tools, and customer service analytics.
• Certification in training, coaching, or instructional design (e.g., CPTD, ATD, or similar).

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $60,000 USD - $99,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN

Equal Employment Opportunity:

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations:

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.