Sales Training Manager

• 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.

• 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.

• 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.

• 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.

• 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.

• Hybrid work flexibility
• Hands-on learning in luxury retail, technology, and data-driven marketing.
• Fun team-building activities, workshops, and social events.

Global Blue