Sales Training Manager
7 giorni fa
OverviewSales Training Manager role at Global Blue.The role focuses on designing, delivering, and continuously improving training programs for frontline staff at Global Blue's Refund Points across Italy, including standard refund counters and premium lounge environments, to elevate customer service, boost employee engagement, and support the commercial performance of B2C operations through data-driven training strategies.ResponsibilitiesDevelop and implement a comprehensive training roadmap tailored to the needs of B2C refund point staff.Deliver tailored soft skills training focused on welcoming attitude, emotional intelligence, communication, and stress management.Promote a culture of service excellence and "ceremony," especially in lounge-style refund formats.Ensure structured onboarding programs for new hires and continuous learning for tenured employees.Facilitate on-the-job coaching and learning reinforcement activities across all locations.Service & Performance ImpactImprove the customer experience and service consistency across all touchpoints.Contribute to increased customer satisfaction through improved frontline behavior (e.g., Trustpilot scores).Support the definition and dissemination of service standards, scripts, and best practices.Track training effectiveness through performance metrics, staff feedback, and business KPIs.People Development & Internal MobilityCollaborate with HR to identify and develop high-potential talent for internal promotions.Support employee engagement, team motivation, and retention through meaningful training interventions.Promote knowledge sharing and a feedback-oriented learning culture.Background and EducationBachelor's degree or equivalent experience in Learning & Development, Retail, HR, or Hospitality.5+ years of experience in sales or service training, preferably in customer-facing environments (e.g., retail, travel, hospitality).Experience in designing and delivering both classroom and on-the-job training programs.Exposure to luxury service, premium retail, or lounge/hospitality service rituals is a plus.Specific skills and knowledgeStrong facilitation, coaching, and communication skills.Ability to engage diverse frontline teams and adapt training approaches to different contexts.Proficient in measuring training outcomes and reporting on ROI.Organizational and time management skills, with the ability to coordinate across multiple locations.Fluent in Italian (written and spoken); proficient in English and additional languages are a plus.Willingness to travel regularly across Italy.Together, we go furtherHybrid work flexibilityHands-on learning in luxury retail, technology, and data-driven marketing.Fun team-building activities, workshops, and social events.At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit.Committed to sustainability, we prioritize positive impacts for employees, clients, and communities.Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation.As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.Feels like you?Explore furtherLet's write the future together:
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