Key Responsibilities
Training Strategy & Execution
- Develop and implement a comprehensive training roadmap tailored to the needs of B2C refund point staff.
- Deliver tailored soft skills training focused on welcoming attitude, emotional intelligence, communication, and stress management.
- Promote a culture of service excellence and “ceremony,” especially in lounge-style refund formats.
- Ensure structured onboarding programs for new hires and continuous learning for tenured employees.
- Facilitate on-the-job coaching and learning reinforcement activities across all locations.
Service & Performance Impact
- Improve the customer experience and service consistency across all touchpoints.
- Contribute to increased customer satisfaction (e.g., Trustpilot scores) through improved frontline behavior.
- Support the definition and dissemination of service standards, scripts, and best practices.
- Track training effectiveness through performance metrics, staff feedback, and business KPIs.
People Development & Internal Mobility
- Collaborate with HR to identify and develop high-potential talent for internal promotions.
- Support employee engagement, team motivation, and retention through meaningful training interventions.
- Promote knowledge sharing and a feedback-oriented learning culture.
Key competencies to empower your journey. You'll drive towards success if you have:
Background and Education
- Bachelor’s degree or equivalent experience in Learning & Development, Retail, HR.
- 5+ years of experience in sales or service training, preferably in customer-facing environments (e.g., retail, travel, hospitality).
- Experience in designing and delivering both classroom and on-the-job training programs.
- Exposure to luxury service, premium retail, or lounge/hospitality service rituals is a plus.
Specific skills and knowledge
- Strong facilitation, coaching, and communication skills.
- Ability to engage diverse frontline teams and adapt training approaches to different contexts.
- Proficient in measuring training outcomes and reporting on ROI.
- Organizational and time management skills, with the ability to coordinate across multiple locations.
- Fluent in Italian (written and spoken); proficient in English and additional languages are a plus.
- Willingness to travel regularly across Italy.
Together, we go further:
At Global Blue, you’ll enjoy:
- Hybrid work flexibility
- Hands-on learning in luxury retail, technology, and data-driven marketing.
- Fun team-building activities, workshops, and social events.
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What We Do
At Global Blue, we firmly believe that enhancing the shopping experience drives performance.
Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.
As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.
Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.
Together, we innovate, create, and strive towards a brighter future for the businesses we serve.
With Global Blue, enjoy the journey.
