Head - Learning & Development - Hospitality/Retail

Job Title: Head - Learning & Development (Luxury Retail)

Experience: Minimum 12-15 years in hospitality, airline, or luxury retail industries with strong expertise in customer service training.

Key Responsibilities:

- Design and Implement L&D Strategy: Develop a comprehensive L&D strategy that aligns with the brand's goals and enhances the luxury retail experience for customers.

- Customer Service Excellence: Lead the design and delivery of customer service training programs to ensure that all teams provide exceptional service in line with luxury retail standards.

- Leadership Development: Create and implement leadership development initiatives that foster a high-performance culture among store and corporate leadership teams.

- Content Development: Collaborate with internal stakeholders and external training partners to develop best-in-class training content that reflects global luxury service trends.

- Talent Development: Identify training needs for store staff and corporate teams, developing tailored learning solutions to bridge skill gaps and enhance competencies.

- Onboarding & Induction: Oversee the creation and execution of onboarding programs for new hires, ensuring a smooth transition into the brand's culture and service standards.

- Evaluation & Feedback: Continuously monitor, assess, and enhance training programs based on feedback and business needs to ensure high-quality learning outcomes.

- Cross-functional Collaboration: Work closely with HR, Operations, and Store Managers to ensure seamless delivery of training programs and alignment with business objectives.

- Vendor Management: Liaise with external consultants and training partners to ensure the best training resources are available.