Sales Training Manager

Key Responsibilities Training Strategy & Execution Develop 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 Impact Improve the customer experience and service consistency across all touchpoints. Contribute to increased customer satisfaction (e.g., Trustpilot scores) through improved frontline behavior. 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 Mobility Collaborate 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. Key competencies to empower your journey. You'll drive towards success if you have: Background and Education Bachelor’s degree or equivalent experience in Learning & Development, Retail, HR. 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 knowledge Strong 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 further: At Global Blue, you’ll enjoy: Hybrid work flexibility Hands-on learning inluxury retail,technology, anddata-driven marketing. Fun team-building activities, workshops, and social events. Summary Location: Italy - Gallarate Type: Full time J-18808-Ljbffr

Location: Gallarate, Lombardia, IT

Posted Date: 7/18/2025