Training
and Culture Manager
About the role: The Training and Culture Managers is responsible for the induction and on-going training and professional development of all Customer Experience staff, including our client Ambassadors, Academy Managers, and Area Managers, as well as adjacent roles like Customer Care associates and Quality Insurance inspectors, as needed, as their work, too, is core to the customer experience.
About the role: The Training and Culture Managers is responsible for the induction and on-going training and professional development of all Customer Experience staff, including our client Ambassadors, Academy Managers, and Area Managers, as well as adjacent roles like Customer Care associates and Quality Insurance inspectors, as needed, as their work, too, is core to the customer experience.
Key
Duties and Responsibilities
- Manage
Academy Manager, Area Manager, and Ambassador induction training
programmes supervising Training and Culture Associates and teaching
sessions as needed and altogether ensuring that all Academy Managers
understand our client’s mission and operating protocols and are able to
successfully manage and grow their academies
- Lead
Academy Manager, Area Manager, and Ambassador professional development
training, working with national and global leadership teams to develop new
session, programmes, and other content as needed
- Train
other teams as needed
- Cultivate
a feeling of pride and excitement for our client’s mission and each person’s
role at all training events
- Spend
time in our client’s communities developing a knowledge of the market, its
operations and challenges (to understand how to best train for them), and
the motivated young adults who could go on to become Academy Managers and
Teachers; recommendations to recruitment processes always welcome
- Analyse
what is and isn’t working in training and workshop sessions and make
recommendations for improvement, including piloting new sessions as needed
- Manage
a small team in accomplishing all of these goals; some national travel or
on-site residence may be required
Desired
Skills, Qualifications and Experience
- Bachelor's
degree in relevant field, graduate degrees preferred
- 8+
years relevant experience including extensive experience in training,
personnel development, human relations, management, and managing a team
- Results-driven,
scrappy attitude with a desire for continuous improvement; Flexible and
ready to work hard, travel, do whatever is needed to get the job done
- Proven
success driving growth at a data-driven, customer-facing organisation and
ability to operate to scale
- Strong
familiarity of the communities; you have lived or worked in low-income
communities for several years and are accustomed to how communities work
- Supreme
organisational, critical thinking, and communications skills with
impeccable spoken and written English; additional local language skills
preferred
- The
Training and Culture Manager must be incredibly organised - a skilled
negotiator, relationship builder, conflict manager, and motivational
speaker all in one, with excellent problem solving skills with the ability
to multi-task and prioritize effectively.
- They
must thrive in fast-paced environments with multiple demands.
How to
Apply