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 in luxury retail, technology, and data-driven marketing.
- Fun team-building activities, workshops, and social events.
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