Leah Capponi
RETAIL LEARNING & DEVELOPMENT SPECIALIST
Melbourne
Summary
Veteran Retail Education Leader with 25 years of experience and deep expertise in customer experience (CX), retail management and beauty. Proven track record in designing and delivering impactful training programs aligned with brand identity, company culture, business and brand partner strategy, and sales growth. Highly skilled in courseware development for induction and ongoing education across product knowledge, beauty aesthetic services, sales, customer experience, systems, and leadership. Adept at identifying performance gaps and implementing targeted training to drive results. Strong background in recruitment, people management, and performance development. Expert facilitator across in-person, virtual, and workshop-based formats. Experienced in collaborating with cross-functional teams and brand partners to align education initiatives with business and marketing objectives.
Overview
19
19
years of professional experience
Work History
Senior Brand Consultant/Director
N/A
Melbourne, Victoria
12.2021 - Current
- Company Overview: Consulting on Retail Brand Specialist Services: Product & Service Education, HR, Marketing, Brand-Building, CX Retail and Management, R&D and Online Services
- Designed and delivered brand and product education for Total Beauty Network, emphasizing product knowledge, skin expertise and customer experience.
- Developed immersive visual and e-learning content for Beauty Intelle, boosting CX, brand elevation & trust, and purchase confidence.
- Managed recruitment across both retail and corporate sectors, leveraging my extensive experience to attract and secure top talent.
- Trained retail & management teams on products, aesthetic services, CX, and integrated marketing initiatives.
- Provided advanced training on skin analysis, consultations, treatment protocols, and emerging beauty trends to advance in-store expertise.
- Served as brand spokesperson/keynote speaker at industry seminars, conferences, and media events.
- Created engaging digital and social media content to drive brand awareness and consumer education.
- Led FTV brand development, shaping identity, products, treatments and launch strategy to build market presence.
- Collaborated with R&D to align go-to-market strategies with brand values and market trends for successful product launches.
- Delivered tailored retail education programs for The School of Retail’s clients including Politix, Lululemon, Perri Cutten, and Oroton, focusing on CX, sales, and management upskilling.
- Clients: Beauty Intelle, Total Beauty Network, FTV Skincare & Politix, Lululemon, Oroton (via The School of Retail) – note; other clients not yet permitted to publish.
Head Of Talent & People Development (Part-time)
LS Global Pty Ltd
02.2018 - 01.2021
- Company Overview: Luxury Skincare Manufacturer
- Developed and implemented talent strategies including recruitment, succession planning, and workforce capability across retail and corporate teams.
- Secured top talent for both retail and corporate positions ensuring the right fit to drive brand growth and success.
- Led the design and delivery of L&D programs, ensuring brand consistency and excellence in beauty education and CX.
- Delivered targeted training to support brand and service launches in new markets, driving engagement and adoption.
- Introduced performance and leadership development systems to elevate store & field team capability.
- Championed culture and engagement initiatives aligned with brand values to improve retention and team purpose.
- Executed product and service launches through tailored education and integration of beauty tech and treatments.
- Promoted DEI to foster an inclusive, values-driven workplace experience for employees & customers.
- Directed org development and change management strategies supporting growth, digital transformation, and innovation.
Mecca Brands Courseware Development Manager
Mecca Brands
12.2014 - 07.2015
- Company Overview: Mecca Cosmetica, Kit Cosmetics, Mecca Maxima
- Managed courseware development projects in collaboration with internal stakeholders.
- Coordinated and managed the educational requirements associated with marketing initiatives and business strategy.
- Managed all online and digital training requirements.
- Created unique bespoke learning programs tailored to the ever-changing needs of the business.
- Developed and distributed education courseware for 150+ brands across three internal brand concepts.
- Executed tailored brand launch training strategies, including the relaunch of SkinSpace professional facial service education.
- Achieved 12%+ annual growth for Mecca Cosmetica and Mecca Maxima; drove monthly promotions up to 20% above targets.
- Maintained 89% Customer Experience Evaluation score, exceeding the 85% benchmark.
National Training & Development Manager
Mecca Maxima, Mecca Cosmetica and Kit Cosmetics
01.2011 - 11.2014
- Led the creation and delivery of impactful education programs for retail and HQ teams.
- Designed tailored courseware aligned with brand and business objectives.
- Delivered expert-level training in skin analysis, consultation techniques, treatment protocols, and beauty trends to elevate in-store knowledge and performance for SkinSpace beauty rooms.
- Managed regional training teams to enhance facilitation and frontline capability.
- Oversaw the education budget, ensuring ROI and program effectiveness.
- Acted as key liaison across 200+ brands & internal teams including HR, Sales, Marketing, & Ops.
- Drove successful store, product, and promotional launches through strategic L&D alignment.
- Redesigned the customer experience framework across all Mecca retail concepts.
- Elevated brand growth via innovative training and people development initiatives.
- Led field training development, authored curricula, and aligned training to performance goals.
- Managed international training partnerships, global brand launches, & internal change workshops.
National Training & Development Manager
Kit Cosmetics
01.2008 - 12.2010
- Managed the planning, research and development, production and implementation/execution of product knowledge, beauty services, marketing and sales training.
- Oversaw the training management of all accounts.
- Acted as the key facilitator for bespoke and key training seminars/workshops.
- Trained the trainers in courseware design, seminar instruction and best-practice facilitation.
- Represented the company as a brand ambassador for public relations activities including television, editorial, and digital, and special event appearances.
- Managed the education budget to optimise output as a relation to spend.
- Supported new store openings and transitions.
- Achievements: Broadened public awareness of the brand to make Kit Cosmetics a recognizable beauty brand.
- Exclusively managed and operated all aspects of the training division.
- Provided vital communication between sales and marketing to ensure a fluid and successful transition from strategy to frontline execution.
- Tailor designed educational programs to market new-to-the-country brands/products to engage and inspire staff and customers.
Regional Trainer WA, VIC, SA, QLD
Mecca Cosmetica
09.2006 - 12.2008
- Facilitator for all educational programs, including induction, continuing learning, product and marketing initiatives.
- Coordinated all seminar logistical and administration responsibilities.
- In-store coaching: customer experience, marketing activities, product knowledge, and events.
- New store openings and events support.
- Brand ambassador for public relations activities including television, editorial, and special event appearances.
- OTHER: Elizabeth Arden Counter 2IC (2000-2001) | Assistant Manager, Mecca Cosmetica (2005 –2006)
Education
Graduate Diploma - HR Management
Murdoch University
Bachelor of Psychology - undefined
ACU Melbourne
Diploma of Management - undefined
Australian Apprenticeships
Cert IV in Training & Assessment - undefined
Aegis Group
Certificate Courses - Facilitation, Presentation, Management, CX
Skills
Strategic thinking
Content strategy
Learning Needs Analysis (LNA)
Instructional Design & Curriculum Development
Training Delivery (in-person, virtual, hybrid)
Facilitation of Leadership & Capability Programs
Onboarding Program Design and Execution
Program Evaluation & Training Effectiveness
Talent Development & Succession Planning
Coaching & Performance Support
Product Knowledge & Brand Immersion Training
Training
- Presenting with Power 2014 | Workshop Facilitation Skills IRM Training 2010
- C.A.R.E (Customers are Really Everything) 2006 | S.M.A.R.T (Management Training) 2008
Core Expertise
- Curriculum Design | Strategic Planning | Recruitment | Training Development | Field Team Leadership
- Beauty Services | Product & Marketing Education | Brand Development | Global Seminar Facilitation
- CX & Service Protocols | DEI & Culture | Train-the-Trainer | Talent Strategy & Succession Planning
Timeline
Senior Brand Consultant/Director
N/A
12.2021 - Current
Head Of Talent & People Development (Part-time)
LS Global Pty Ltd
02.2018 - 01.2021
Mecca Brands Courseware Development Manager
Mecca Brands
12.2014 - 07.2015
National Training & Development Manager
Mecca Maxima, Mecca Cosmetica and Kit Cosmetics
01.2011 - 11.2014
National Training & Development Manager
Kit Cosmetics
01.2008 - 12.2010
Regional Trainer WA, VIC, SA, QLD
Mecca Cosmetica
09.2006 - 12.2008
Bachelor of Psychology - undefined
ACU Melbourne
Diploma of Management - undefined
Australian Apprenticeships
Cert IV in Training & Assessment - undefined
Aegis Group
Certificate Courses - Facilitation, Presentation, Management, CX
Graduate Diploma - HR Management
Murdoch University
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