PKey Responsibilities /ppTraining Strategy Execution /pulliDevelop and implement a comprehensive training roadmap tailored to the needs of B2C refund point staff. /liliDeliver tailored soft skills training focused on welcoming attitude, emotional intelligence, communication, and stress management. /liliPromote a culture of service excellence and “ceremony,” especially in lounge-style refund formats. /liliEnsure structured onboarding programs for new hires and continuous learning for tenured employees. /liliFacilitate on-the-job coaching and learning reinforcement activities across all locations. /li /ulpService Performance Impact /pulliImprove the customer experience and service consistency across all touchpoints. /liliContribute to increased customer satisfaction (e.g., Trustpilot scores) through improved frontline behavior. /liliSupport the definition and dissemination of service standards, scripts, and best practices. /liliTrack training effectiveness through performance metrics, staff feedback, and business KPIs. /li /ulpPeople Development Internal Mobility /pulliCollaborate with HR to identify and develop high-potential talent for internal promotions. /liliSupport employee engagement, team motivation, and retention through meaningful training interventions. /liliPromote knowledge sharing and a feedback-oriented learning culture. /li /ulpKey competencies to empower your journey. You'll drive towards success if you have: /ppBackground and Education /pulliBachelor’s degree or equivalent experience in Learning Development, Retail, HR. /lili5+ years of experience in sales or service training, preferably in customer-facing environments (e.g., retail, travel, hospitality). /liliExperience in designing and delivering both classroom and on-the-job training programs. /liliExposure to luxury service, premium retail, or lounge/hospitality service rituals is a plus. /li /ulpSpecific skills and knowledge /pulliStrong facilitation, coaching, and communication skills. /liliAbility to engage diverse frontline teams and adapt training approaches to different contexts. /liliProficient in measuring training outcomes and reporting on ROI. /liliOrganizational and time management skills, with the ability to coordinate across multiple locations. /liliFluent in Italian (written and spoken); proficient in English and additional languages are a plus. /liliWillingness to travel regularly across Italy. /li /ulpTogether, we go further: /ppAt Global Blue, you’ll enjoy: /pulliHybrid work flexibility /liliHands-on learning inluxury retail,technology, anddata-driven marketing. /liliFun team-building activities, workshops, and social events. /li /ulh3Summary /h3ulliLocation: Italy - Gallarate /liliType: Full time /li /ul #J-18808-Ljbffr