Learning & Development Manager – Customer Experience & Product

As Nordic Knots continues to expand globally, we are looking for an autonomous, senior, and deeply execution-driven Learning & Development Manager to join our team.

Nordic Knots is building a global Scandinavian design house for the modern home. Starting with hand-crafted rugs, the brand has expanded rapidly into new home categories including textiles, curtains, and bedroom collections. Supported by top-tier global investors, we are entering our most ambitious growth phase yet. This shift brings fundamental strategic questions about how our teams are trained, how client journeys are executed, and how brand authority is delivered consistently across global physical and digital touchpoints.

This role requires an L&D specialist who has operated within a luxury fashion, interior design, or premium lifestyle brand with a high degree of autonomy. Someone who understands the psychology behind adult learning, design-led clienteling, and complex customer journeys. Based at our Stockholm HQ, you will act as the global product owner for all client-facing training, traveling regularly to our locations in New York, Los Angeles, London, Paris, and Stockholm.

Reporting directly to the Head of Customer Satisfaction, the Learning & Development Manager will provide dedicated capability building, taking ownership of strategy execution and translating our customer journey vision into educational reality. You will develop and execute our global training roadmap across our Customer Experience (CX), Sales, Virtual Consultation, and Store teams.

Key Responsibilities:

• Customer Journey & Curriculum Architecture: Own the global training blueprint for all customer-facing teams. Build and maintain all learning modules mapped directly against our core Connect ➔ Consult ➔ Conclude ➔ Cherish framework to deliver consistent, elevated client experiences across phone, chat, virtual, and retail channels.

• Product Ownership of Client-Facing Training: Serve as the global product owner for all external-facing service methodologies, voice and tone guidelines, and consultation techniques.

• Global Delivery & Workshop Facilitation: Travel to flagship locations (New York, Los Angeles, London, Paris, and Stockholm) to deliver live onboarding, seasonal immersion programs, and interactive workshops.

• Product & Launch Readiness: Develop all educational materials, product decks, and sensory guides for new collection launches, Made-to-Measure (MTM) programs, and curtain rollouts, translating material textures and design psychology into digestible training formats.

• Onboarding & Training Matrix Mastery: Own the global product training matrix to track individual learning pathways, onboarding progress, and competency levels for every team member. Build structured onboarding programs for new CX and Sales hires to accelerate time-to-competency.

• Cross-Functional Needs Discovery: Host cross-functional workshops with CX, Sales, Marketing, E-Commerce, and Product teams to identify emerging skill gaps and align learning solutions with business needs.

• Internal Storytelling & Culture: Champion internal storytelling by curating and circulating monthly PR clippings, architectural features, trade success stories, and customer feedback to keep global teams aligned with brand achievements.

Most importantly, we are looking for a builder, an educator, and an operator. You are someone who is comfortable moving seamlessly between high-level learning psychology and the detailed execution of a product training deck, not someone who manages exclusively through passive presentations.

We believe you have:

• Proven L&D Leadership: 5+ years of dedicated Learning & Development experience with a high degree of autonomy, strictly within a luxury fashion, interior design, or premium lifestyle brand.

• Instructional & Psychological Mastery: Deep command of adult learning psychology, instructional design, and content architecture, with a proven ability to build visual, highly engaging training decks.

• Facilitation & Workshop Experience: Exceptional public speaking, workshop moderation, and in-person/virtual classroom management skills across diverse global teams.

• Matrix & Process Discipline: Demonstrated experience building and managing global training matrixes, tracking individual progress, and implementing structured onboarding programs without creating unnecessary bureaucracy.

• Design & Product Affinity: A genuine passion for interior design, tactile craftsmanship, and elevated vocabulary (e.g., spatial proportions, fiber characteristics, color pairing).

• A high-impact position shaping the educational foundation and customer experience platform of a rapidly expanding home brand on the journey to reach 100 million USD in revenue in 2026.

• The autonomy to shape, own, and execute transformational learning projects across key international design capitals.

• An international, fast-paced environment with a passionate, collaborative team.

Nordic Knots was founded in 2016 by Liza Laserow, Fabian Berglund, and Felix Berglund. We are a fast-growing direct-to-consumer Scandinavian interior design brand with the USA as our major market.

Nordic Knots was born from a culture of thoughtful design that lasts beyond seasons and trends. Fusing function and aesthetics with a Scandinavian sensibility, we craft timeless textiles for the modern home. We believe that great textiles are foundational and can transform a house into a harmonious home framing the most beautifully curated lives.

The head office as well as the flagship store is located at Birger Jarlsgatan in central Stockholm. We have a constantly growing team in Sweden, the USA, France, and the UK.

What We Offer

We are a driven team with high ambitions and an entrepreneurial, open-minded culture where new ideas and initiatives are encouraged. At Nordic Knots, everyone plays a meaningful role in contributing to our continued growth. We value diversity and inclusion and welcome applicants who bring different perspectives, experiences, and ideas to our team.

Location & Travel

This position is based at our headquarters in Stockholm, Sweden, with required international travel (up to 25–30%) to New York, Los Angeles, London, and Paris.