Empowering Store Managers and Assistant Store Managers for Retail Excellence
Challenges
Our client, a leading international retail organization that wishes to remain anonymous (hereafter referred to as “Global Travel Retail Leader”), partnered with Affentranger Kveton + Partners (“AK+Partners”) to elevate leadership effectiveness across its frontline management. The objective was clear: empower Store Managers and Assistant Store Managers to enhance their leadership capabilities, embrace their roles as cultural ambassadors, and effectively coach their teams in alignment with the company’s evolving retail strategy and ClientTelling.
Building on Global Travel Retail Leader’s strategic ambition to drive excellence at every customer touchpoint, AK+Partners was entrusted with designing and delivering a scalable solution to boost managerial performance with a comprehensive Management and Leadership program.
160
Managers Assessed in 2024
5
Modules covered
Solution
Tailored Management Academy:
Based on the organization’s leadership priorities, AK+Partners team designed and deployed a customized Management Academy composed of five distinct modules. Delivered globally over the course of a year, each half-day training session focused on building practical management capabilities through engaging, hands-on exercises. The modular structure enabled participants to progressively develop key skills, with an emphasis on coaching effectiveness, cultural leadership, and daily operational excellence. The topics addressed in the program: Leadership Self-Awareness, Decode the Human & Emotional Intelligence, the Art of Questioning and Active Listening, Build a culture of Feedback and Debriefing, the Manager Coach.
Science-Backed Tools and Personalized Coaching:
Prior to the Academy sessions, each participant completed the CATIL® Talent Review assessment along with Predictive Index (PI®) assessments. This provided perspective on their motivational drives (PI® Behavioral Assessment) and a mini 360Feedback on all capabilities required. This enabled a robust foundation for personalized development. Individual coaching sessions following the Academy helped reinforce learning and ensure long-term behavioral change. A few months after the program, each manager was invited to re-test themselves with the CATIL Talent Review re-test on the program core skills.
Results
In total, more than 160 Store Managers, Assistant Store Managers, and Managers of Store Managers were assessed through the CATIL® Talent Review process across both the initial and follow-up phases of the program.
After a full year of learning and coaching, some participants completed a second round of the CATIL® Talent Review assessment to evaluate progress. The comparison between initial and follow-up assessments clearly illustrated:
- Marked improvement in key leadership capabilities
- Increased alignment with the organization’s new retail culture
- Greater confidence and competence in coaching roles
The transformation was both measurable and visible. Store Managers and Assistant Store Managers emerged as more effective leaders, fostering a strong cultural identity and significantly enhancing team performance. They became true ambassadors of change, empowered to shape a more connected, customer-centric retail experience.
Concluding Remark
This global initiative exemplifies how data-driven development and personalized coaching can bring powerful cultural shifts in decentralized, fast-paced environments like retail. The strong methodology, follow-up support, and alignment with organizational vision made the program a success. Today, Global Retail Leader stands stronger, with empowered front-line leaders ready to drive excellence on the ground.
For more information on how to build customized leadership academies and apply performance-validated tools like CATIL® TR and Predictive Index®, reach out to AK+Partners.