Retail Learning & Development Manager

About the role

The Retail Learning & Development Manager will design and deliver a global training strategy for the retail teams onboard MSC Cruises and Explora Journeys. Reporting to Retail Leadership, the role ensures that staff across all vessels have the knowledge, skills and service mindset needed to create premium shopping experiences and meet commercial targets.

Key responsibilities

• Define and implement a worldwide retail learning strategy aligned with brand positioning.
• Create structured learning journeys covering onboarding, product knowledge, selling techniques, service excellence and leadership.
• Develop category‑specific training in partnership with Category Managers and brand partners for watches, jewelry, fashion, cosmetics and duty‑free.
• Produce training materials such as manuals, product guides, sales playbooks and e‑learning modules.
• Measure training impact on KPIs such as conversion rate, average transaction value and sales productivity.
• Identify capability gaps with Retail Operations and design improvement plans.
• Support new product launches with dedicated training programmes.

Required profile

• Proven experience in learning and development, preferably within luxury retail or hospitality.
• Strong understanding of retail sales processes and commercial performance metrics.
• Ability to work across multicultural teams and adapt training to diverse onboard environments.
• Excellent communication and stakeholder‑management skills.

Required skills

• Curriculum design and instructional development.
• Creation of e‑learning content and digital learning assets.
• Performance measurement and data‑driven training evaluation.