06 set - Lombardia
Global Blue
Overview Sales Training Manager role at Global Blue. The role focuses on designing, delivering, and continuously improving training programs for frontline staff at Global Blue's Refund Points across Italy, including standard refund counters and premium lounge environments, to elevate customer service, boost employee engagement, and support the commercial performance of B2 C operations through data‐driven training strategies.
Responsibilities
Develop and implement a comprehensive training roadmap tailored to the needs of B2 C 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 through improved frontline behavior (e.g., Trustpilot scores). 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. Background and Education Bachelor's degree or equivalent experience in Learning & Development, Retail, HR, or Hospitality. 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
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