Global Crew Learning & Engagement Specialist

Job Summary:

External:

Support the Global Crew Learning & Engagement Manager in the design and coordinate Crew learning and engagement solution for customers, consulting and partnering with gateretail account managers, ensuring best practice implemented and updated as appropriate. Develop client specific Standard Operating Procedures for end users sales and service process, supporting achievement of revenue targets and cost control.

Internal:

Support the Global Crew Learning & Engagement Manager in projects defined by the Global Head of Customer Delivery.  Support in the development of training plans and deliver learning & development solutions to support organisational strategy and decrease performance gap, enhance commercial return, and drive loyalty and motivation.

Main Duties and Responsibilities:

• Develop an industry leading crew engagement and motivational structure and SOPs for gateretail customers.
• Manage and further develop a Learning Management System (LMS) utilising advancements in technology such as Artificial Intelligence applications.
• Working with the regional and airline account training providers (in-house and outsourced) to develop suitable course content.
• Design and implement gateretail Standard Training content to drive performance and create consistency in competencies across the organisation.
• Support in the design and implementation of the gateretail academy to drive performance and create consistency in competencies across the organisation.
• Plan and organise ‘master class’ programme for customer airlines and gateretail team members to support improvements in crew motivation and sales skills.
• Organize and support organization of promotional and educational events such as roadshow, including the accompanying promotional campaign.
• Deliver ‘Train the trainer’ courses in support of airline account teams from time to time.
• Create, develop, and distribute crew communication and engagement campaigns.
• Effectively monitor and evaluate the success of the overall programme by region and by customer.
• Regularly review the skill set and knowledge of gateretail account team members as applicable, offering coaching and sharing best practice as required. Feeding into staff appraisals.
• In creation of necessary training, communication and marketing content, to use all necessary tools such as Windows and Adobe pack, course creation tools, video and image editing tools.
• Keep current on industry trends that could lead to new strategic initiatives in crew engagement and motivation that drive profitable growth.

Qualifications

Education:

• A degree level education.
• Ideally CiPD qualified.  

Work Experience:

• At least 5 years’ experience of retail staff training and motivation in a successful, international, retail or leisure business.

Technical Skills: (Certification, Licenses and Registration)

• Full driving License.
• CIPD qualification desirable

Language / Communication Skills:

• Complete fluency in written and spoken English is essential.
• Further languages are an advantage but not essential.