Luxury F&B Training & Customer Experience Lead

PRADA; Milano; On-site; EUR 90,000 - 130,000; Full time

Job summary

Prada Group's Marchesi 1824 unit in Milan seeks a Training Manager who defines and implements the Training & Customer Experience strategy across Italy and international markets. You will lead learning programs for Retail roles, shape the client journey, and partner with Store Management to develop teams and uphold luxury service standards.

Fluent Italian and English are essential, with travel nationally and internationally expected.

Qualifications

• 10+ years of experience in Retail Training, Learning & Development and Customer Experience, preferably within luxury F&B, high-end hospitality or premium retail.
• Strong knowledge of training methodologies, service excellence and customer journey.
• Excellent facilitation, communication, coaching and stakeholder management skills.
• Strong combination of strategic thinking and hands-on execution.
• Passion for luxury service, product storytelling and brand culture.
• Fluent in Italian and English; additional languages are a plus.
• Willingness to travel nationally and internationally.

Responsibilities

• Define and implement the Retail Training roadmap for all store roles, in alignment with business priorities and retail strategy.
• Design and deliver induction, technical, product and behavioral training programs, fostering a high-performance and service-oriented culture.
• Develop and oversee blended learning approaches, including classroom training, on-the-job learning, digital learning and Train the Trainer programs.
• Identify learning needs through business analysis, performance feedback and collaboration with Retail and Store Management.
• Monitor training effectiveness through feedback, KPIs and performance indicators, continuously improving learning initiatives.
• Define and continuously enhance the Marchesi 1824 Customer Journey, identifying key touchpoints, service rituals and expected behaviors.
• Translate and adapt Prada Group service standards and values to the specific context of Marchesi 1824 and the luxury F&B environment.
• Develop service guidelines, tools and learning experiences that enable teams to deliver a consistent and distinctive client experience.
• Coach and support store teams in embedding a strong client-centric culture and delivering service aligned with brand values and client expectations.
• Partner with Retail and Store Management to identify opportunities for continuous improvement in the customer experience.
• Lead the development of product knowledge and storytelling programs across all relevant F&B categories.
• Build training content that strengthens teams' understanding of product quality, craftsmanship, heritage and brand identity.
• Equip teams with the knowledge and storytelling skills required to create meaningful product engagement with clients.
• Ensure training programs are aligned with seasonal launches, new products, innovation and commercial priorities.
• Collaborate with relevant internal functions and product experts to ensure accuracy, consistency and relevance of training content.
• Support the implementation of training programs across international stores, ensuring consistency with global standards while considering local market specificities.
• Provide dedicated training support for new store openings, strategic projects and key business initiatives, including on-site presence where required.
• Facilitate knowledge transfer and support the development of local trainers through coaching, mentoring and Train the Trainer activities.
• Ensure effective implementation and adoption of training standards across different markets and retail environments.

Skills

Retail Training

Learning & Development

Customer Experience

Facilitation

Stakeholder management

Italian language

English language

Job description

Prada Group's Marchesi 1824 unit in Milan seeks a Training Manager who defines and implements the Training & Customer Experience strategy across Italy and international markets. You will lead learning programs for Retail roles, shape the client journey, and partner with Store Management to develop teams and uphold luxury service standards.

Fluent Italian and English are essential, with travel nationally and internationally expected.