Chris Smith is a Learning and Development Manager with 19 years of experience designing and delivering training programs for large retail and telecommunications companies. He has held senior roles at Microsoft, Nokia, and The Carphone Warehouse, where he was responsible for training thousands of employees worldwide. His expertise includes instructional design, learning needs analysis, developing training materials, and measuring return on investment.

1. Chris Smith
L&D Manager|TrainingFacilitator|EngagementEngineer|Instructional Designer|Coach
M: +447780339259
E: Dizzy.heights@live.co.uk
LinkedIn: https://uk.linkedin.com/in/chris-smith-5b96aaa
A creative Learning & Development Manager with 19 years’ experience in leading the end to end
learning cycle for large national & global organisations in the retail & telecoms sector. I have vast
knowledge in designing employee engagement programs, developing training assets, conducting
learning needs analysis & building the capability of Trainers, Managers & Business Leaders. I am a
Change Agent, a certified Training Facilitator and Coach.
PROFESSIONAL HISTORY
Senior Learning Consultant for Microsoft (with Retail Marketing Group) - March 2015 – Current
Key Responsibilities:
 Manage the deployment of large, international, Employee Engagement Programs.
 Develop the capability of c500 Trainers & Field Representatives who train store staff.
 Conduct learning needs analysis across all European Markets.
 Collaborate with designers to build ‘fit for purpose’ assets to drive learning objectives
& build participant engagement.
 Develop commercial Competencies for B2B Sellers & Trainers.
 Demonstrate ROI for all Learning initiatives.
 Day to day management of Social Media platforms to stimulate employee engagement
& the sharing of best practice across countries.
Global Head of Readiness and Training Execution for Microsoft Mobile – Nov 13 – Dec 14
Key Responsibilities:
 Manage a team of Global Training Designers based across Europe and the US to ensure
the timely delivery of training assets (face to face/eLearning/Online).
 Oversee the delivery of ‘Go to Market’ training assets to support new device product
launches.
 Manage the ‘on the ground’ coaching of our c400 Trainers around the globe to ensure
excellent execution of our learning solutions.
 Manage the annual training budget of £1.4million, measure training execution &
demonstrate ROTI.
 Negotiation & relationship management of all external learning vendors.
Global Head of Training Capability for Nokia – Dec 11 – Nov 13
Key Responsibilities:
 Work alongside business stakeholders & recommend learning solutions to support
strategic business goals.
 Build a global competencies & certification program to develop the capabilities of the
c400 Trainers representing Nokia. This program spanned the lifecycle of Trainers from
on-boarding to career progression.
 Design sales incentive programs to drive Nokia sales amongst global Retailers and
Operators.
 Established an online portal for the sharing of ‘learning’ best practices around the
globe & drive employee engagement.
 Manage the annual training budget of £1.2million, measure training execution &
demonstrate ROTI.

2. Chris Smith
L&D Manager|TrainingFacilitator|EngagementEngineer|Instructional Designer|Coach
M: +447780339259
E: Dizzy.heights@live.co.uk
LinkedIn: https://uk.linkedin.com/in/chris-smith-5b96aaa
Global Master Trainer for Nokia Academy – Dec 10 – Dec 11
Key Responsibilities:
 Introduction of Experienced Based Learning as a standard operating practice across
the globe.
 Design & deploy Train the Trainer programs and deliver ‘on the ground’ coaching for
Trainers in Europe, APAC, IMEA & North & Latin America.
European Master Trainer and Competency Manager for Nokia Academy – Jan 09 – Dec 10
Key Responsibilities:
 Day to day consultation with 26 markets across Europe to ensure the timely &
excellent deployment of all Launch related training activities & competency
development programs.
 Coach Academy Managers to evaluate all training interventions and establish ROTI.
UK Group Wireless Training Manager for The Carphone Warehouse - 2007 – 2009
Key Responsibilities:
 Build a nation-wide employee training program for c13k employees/520 stores to
equip their readiness to sell new business (laptops & broadband) to the general public.
 Build national incentive program to drive sales of laptops and broadband.
UK Retail Training Manager for The Carphone Warehouse - 2004 – 2007
Key Responsibilities:
 Manage the national Training team to oversee the design & delivery of on-boarding
programs, sales initiatives, Intranet content & Management & Leadership
development.
 Design & deploy assessment centres to identify future Store Managers & Area Sales
Managers.
UK Management Development Training Manager for The Carphone Warehouse - 2003 – 2004
Key Responsibilities:
 Build profit and loss ‘know how’ across the 520 store management teams.
 Deploy Management development programs and equip Store Managers & Area Sales
Managers with the necessary skills to achieve store & divisional sales targets.
Career journey pre 2003
 Divisional Training Manager at The Carphone Warehouse 1999 – 2003
 On-boarding Training Manager at The Carphone Warehouse 1997 – 1999
 Store Manager at The Carphone Warehouse 1995 – 1997
 Store Co-Manager at The Body Shop 1991 – 1995

3. Chris Smith
L&D Manager|TrainingFacilitator|EngagementEngineer|Instructional Designer|Coach
M: +447780339259
E: Dizzy.heights@live.co.uk
LinkedIn: https://uk.linkedin.com/in/chris-smith-5b96aaa
KEY SKILLS
 Qualified training facilitator and coach
 Designer of multi-touch internal employee engagement programs
 Instructional designer (Face to Face/Online/e-Learning)
 Conductor of Learning Needs Analysis
 Empathetic change agent
 Developer of Leaders and Managers
 Collaborator with the ability to operate in a Matrix organisation
 Community manager on social media
PROFESSIONAL QUALIFICATIONS
 TAP Training Foundation – Training Delivery Skills Qualified
 TAP Training Foundation - Facilitation Skills Qualified
 Nuero Linguistic Programming – Practitioner and Coach
 Certified Facilitator of the FISH Philosophy
 NVQ for Management & Leadership
 NVQ for Sports & Leisure
ABOUT ME:
 Married with 2 teenage children. Interests are running, kayaking, football, pop art,
reading autobiographies & listening to music. This year I have set myself the challenge
of completing my first half & full marathons and learning to play the guitar.
 I live in Frinton on Sea on the North Essex coast.
References are available onrequest