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