Acne Studios is a progressive luxury house and through collaboration and curiosity, we set high aspirations and strive for excellence. We value everyone’s contribution and embrace feedback to develop ourselves and others. We aim to minimise our environmental impact across all our operations and to address societal challenges in the way we conduct our business.
As Head of Training & Client Experience at Acne Studios HQ in Stockholm, you will define and elevate a global strategy that strengthens our luxury positioning and client-facing excellence. You will translate our brand DNA into consistent, high-quality client experiences and drive impactful execution across all markets.
CULTURE OF COLLABORATION
We firmly believe that when you feel supported, included, and trusted, it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds, each with their unique skills and experiences.
WHAT YOU WILL DO
As Head of Training & Client Experience your main contribution will be to shape, implement and continuously evolve a global training and client experience vision that drives elevated performance, deepens client relationships, and ensures a consistent, high-quality brand experience across all touchpoints. You will play a vital role in translating strategic ambitions into tangible behaviours and measurable improvements in client engagement, team capability, and overall brand perception worldwide by:
Define and lead the global training strategy, aligning content and delivery with brand values, commercial priorities, and Acne Studios’ elevation roadmap
Design and implement a comprehensive annual training plan, fully integrated with the commercial calendar, product launches, and key brand moments
Oversee the creation and governance of training programs, including brand culture, product knowledge, materials, selling ceremony, and luxury service etiquette
Own and continuously evolve the global client experience framework, defining standards for interpersonal engagement, service rituals, and client-facing behaviours across retail and digital touchpoints
Develop culturally relevant training initiatives and storytelling formats, including projects linked to Acne Paper, to strengthen teams’ ability to engage clients through contemporary culture
Manage and optimize the training digital ecosystem (including training applications), ensuring strong adoption, usability, and ongoing content relevance
Lead, coach, and develop the Training & Client Experience team, fostering a culture of excellence, structure, and creativity
Partner closely with regional teams to ensure consistent execution while allowing for local adaptation and market-specific needs
Oversee global mystery shopping programs, analysing performance and defining actionable improvement plans to continuously elevate client experience standard
WHO YOU ARE
You have high aspirations and focus on details that create substantial impact. You enjoy working as a team and you embrace feedback to develop yourself and others. You are curious and thrive in a dynamic environment. Cooperation, respect, and clear communication are important, along with your ambition to learn and grow. If these qualities speak to you, we would love to have you on our team.
Specific personal qualities for this role:
Strong stakeholder management skills, with the ability to collaborate cross-functionally across HQ and international markets
Analytical mindset, with the ability to translate performance insights into targeted actions that elevate behaviors and outcomes
Specific experience and knowledge for this role:
Extensive experience in training, client experience, or retail excellence within the luxury or premium fashion industry
Strong expertise in selling ceremony, luxury service standards, and interpersonal client engagement across omnichannel environments
Proven ability to design and deploy global strategies while balancing HQ direction with regional relevance and execution
Experience developing training content and managing digital learning platforms at scale
Strategic, structured, and detail-oriented, combined with a strong creative and cultural sensibility aligned with Acne Studios’ universe
Experienced people leader with the ability to inspire, coach, and develop high-performing teams in a fast-paced, global environment
Fluent in English
What matters most to us is not whether you master all the listed knowledge and skills. We are dedicated to recognising the potential in each individual. We embrace diversity of people as well as ideas and viewpoints and encourage everyone's individual expression of their own identity.
Acne Studios is a Swedish fashion house with a multidisciplinary approach. Through founder and Creative Director Jonny Johansson’s interest in photography, art, architecture and contemporary culture, an alternative path has been found, turning Acne Studios into a well-respected creator of ready-to-wear, magazines, furniture, books and exhibitions.
Acne Studios operates through own distribution channels and wholesale partners with >60 own stores worldwide, including flagship stores in Stockholm, Paris, Milan, London, New York City, Los Angeles, Seoul, Tokyo, and Beijing. Each store has a unique distinctive character based on its surroundings, yet with common key design elements reflecting the Acne Studios brand identity.
Acne Studios HQ is located in Stockholm, in a brutalist masterpiece that formerly housed the Czechoslovakian Embassy. Completely restored to facilitate a fashion school-like atmosphere, the overall aesthetic reflects the Acne Studios brand identity, telling the story of its history and global vision. Acne Studios also operates offices in Paris, Empoli, New York, Shanghai, and Tokyo.
Acne Studios achieved B Corp Certification in 2024, recognising our commitment to high standards of social and environmental performance, transparency, and accountability.