[ref. k51923622] Learning Design Manager - Customer Service - Abu Dhabi

Job description / Role

Role profile: learning design manager

The Learning Design Manager will create training materials, launch initiatives, and drive a culture of service excellence and sales performance in alignment with high-end service benchmarks.

Accountabilities (but not limited to)

• Develop the Art of Selling program to address specific goals: improving customer satisfaction, driving conversions, and increasing engagement among high-value customers (HVCs, Active 90D).
• Establish clear objectives and KPIs for the program, ensuring alignment with business priorities and brand values.

• Create and oversee the development of training materials that integrate advanced selling techniques, customer profiling, relationship-building strategies, and problem-solving skills to drive HVC engagement and CSAT improvements.
• Include tailored content that focuses on driving LFL transactions through upselling, cross-selling, and offering personalized recommendations.

• Design initiatives such as "VIP Moments" or "Personal Shopper Insights" to strengthen HVC relationships and enhance overall store experience.
• Develop practical tools for staff to identify and prioritize HVCs and personalize their interactions.

• Work closely with brand teams, store managers, and customer service experts to align training with real-world challenges and opportunities.
• Partner with marketing and CRM teams to integrate loyalty program insights into the training content for improved HVC engagement.

• Define success metrics for LFL transactions, HVC retention, and CSAT improvements.
• Evaluate the effectiveness of training and initiatives, using data-driven insights to refine program design and delivery.

• Proficient in using Learning Management Systems (LMS) for creating, managing, and delivering training programs.
• Experience with tools for instructional design, such as Articulate 360, Adobe Captivate, or similar platforms, to develop engaging e-learning content.
• Strong familiarity with customer analytics tools (e.g., CRM platforms, customer journey mapping software) to design data-driven training strategies.
• Ability to leverage performance tracking and reporting tools (e.g., Tableau, Power BI, or similar) to evaluate training impact and success.
• Basic knowledge of gamification tools or virtual reality (VR)/augmented reality (AR) platforms for experiential learning.

• Expertise in instructional design, customer engagement strategies, and advanced selling techniques.
• Strong understanding of retail metrics (e.g., conversion rates, LFL transactions, CSAT), HVC behavior, and loyalty program integration.

Minimum on the job experience

5+ years in Learning & Development or Customer Experience roles, with a proven track record in designing programs that drive business results in retail or luxury sectors.

About the Company

As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.

Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.

Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.

A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.

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