From Struggling Sales to Retail Revolution: A Story of Transformation
The store was quiet, the kind of silence that made every unsold product feel like a personal failure. A young sales associate stood behind the counter, watching customers browse but never buy. She had been given the same training as everyone else—product knowledge, checkout procedures, and generic sales tactics—yet something was missing. The problem wasn’t the merchandise. It wasn’t even the customers. It was confidence. Connection. A sense of purpose.
Then, everything changed. A seasoned leader stepped in, not with another sales script, but with a new way of thinking. Instead of focusing on pushing products, she encouraged curiosity, genuine engagement, and empowerment. The associate found herself listening more, connecting better, and selling effortlessly. It was never about the transaction; it was always about the people.
This realization became the foundation of Kayleigh Fazan’s career—a career that would take her from a teenage shop assistant in Cumbria to an international leader shaping the future of retail training and customer experience.
A Journey Fueled by Passion and Purpose
Kayleigh’s retail story began at 16, earning £3.25 per hour at New Look. What started as a part-time job became a passion for developing people, enhancing service, and making retail a fulfilling career path. By 19, she was a Concession Manager at Debenhams, setting the stage for a global career that would span multiple leadership roles, including Area Manager, Head of Franchise, and Founder.
With over 20 years of experience, Kayleigh has worked on the sales floors of fast-paced lifestyle and premium brands, led multicultural teams across the Middle East, and served as a Franchise Retail Leader in Europe. At every stage, she carried one core belief: retail is about people, not just products.
Turning a Setback into a Global Vision
In 2020, the retail industry faced an unprecedented challenge, and Kayleigh found herself at a crossroads after redundancy. But instead of seeing it as an ending, she saw an opportunity. She founded The International Retail Academy (TIRA), driven by the mission to transform retail training and empower professionals with confidence, leadership, and real-world skills.
Kayleigh saw the flaws in traditional retail training—too many tick-box exercises, too much focus on compliance rather than competence. TIRA was built to train with teams, not at them. It was created to provide real transformation, ensuring retail professionals feel seen, supported, and inspired.
Transforming Retail Through Training & Leadership
Today, The International Retail Academy partners with some of the world’s most recognized brands, including Calvin Klein, Skechers, Rituals, Tommy Hilfiger, Gap, Crocs, and B&Q. Kayleigh’s training methodology focuses on:
Human Connection First: Retail training should be for store floors, not boardrooms.
Soft Skills & Emotional Intelligence: Understanding behavior, confidence, and engagement is what drives exceptional retail experiences.
Scalable, Impactful Solutions: Whether a brand has 50 stores or 500, Kayleigh ensures training leads to higher conversion rates, increased NPS scores, and a thriving service culture.
A Thought Leader and Industry Voice
Beyond training, Kayleigh is a keynote speaker and industry thought leader. She has spoken at events like Retail Week Live, The Retail Technology Show, and the Global DIY Summit, delivering powerful insights on leadership, customer experience, and the future of retail.
Her thought leadership extends to her blog and LinkedIn presence, where she challenges outdated retail practices and inspires brands to rethink their approach. Some of her most impactful pieces include “You Say Customers Are King, But Treat Them Like Peasants” and “Retail Staff Turnover: The Biggest Headache! We Have the Solution”, where she offers bold, actionable strategies for modern retail leaders.
More Than a Business, A Mission to Give Back
Kayleigh’s work goes beyond sales and service; she is deeply committed to giving back. Having lived in a hostel as a child, she understands firsthand the importance of support, opportunity, and empowerment. This personal experience fuels TIRA’s commitment to supporting vulnerable families and children in need, ensuring real transformation happens not just in retail, but in life.
For Kayleigh, success isn’t just about metrics—it’s about building people, shaping careers, and making retail a fulfilling, respected profession.
The Future of Retail: Inspired, Customer-Obsessed, and People-First
As the retail landscape evolves, Kayleigh Fazan remains committed to one thing: empowering people. Through The International Retail Academy, she continues to shape the future of retail, proving that when businesses invest in their people, confidence, and culture, success naturally follows.
For brands looking to transform their teams and create a customer-obsessed culture, Kayleigh Fazan is the leader to watch—and the partner to trust.
Five Thought-Provoking Lessons from Kayleigh Fazan’s Journey
1️⃣ Are you investing in people or just processes?
Kayleigh’s success proves that real retail transformation isn’t about checklists—it’s about empowering teams with confidence, skills, and purpose. How are you ensuring your team feels valued and inspired?
2️⃣ Is your customer experience driven by connection or convenience?
In a world obsessed with data and transactions, Kayleigh champions the power of human connection in retail. Are you prioritizing genuine customer engagement over quick sales?
3️⃣ How do you turn setbacks into stepping stones?
Kayleigh’s journey from redundancy to founding The International Retail Academy is a testament to resilience and reinvention. When challenges arise, do you see them as obstacles—or opportunities for growth?
4️⃣ Are you leading with inspiration or instruction?
Instead of training at teams, Kayleigh trains with them, ensuring that learning is engaging, relevant, and transformational. How can you shift your leadership approach from authority to empowerment?
5️⃣ What legacy are you building?
Kayleigh’s impact extends beyond business—she’s committed to giving back and shaping a retail culture that puts people first. Beyond profits and performance, how is your work making a lasting difference?
To learn more about Kayleigh Fazan’s work and insights on retail transformation, connect with her on LinkedIn or visit The International Retail Academy’s website:
LinkedIn: linkedin.com/in/retailcoach
Website: www.theinternationalretailacademy.com
We Want to Feature Your Story in Executives Diary – Preserving Human History and Wisdom
Behind every brand, there is a brain that molds and folds startups into established brands, and behind every brand, there are professionals who drive the business in new directions. We want to read and preserve your story if you are a founder or an executive.
We are an invite-only network, ensuring that every story on Executives Diary is legitimate. Apply to get your diary in Executives Diary.
