Customer Experience Training Manager – EMEA/APAC

Jobtailor; Województwo pomorskie; On-site; PLN 180,000 - 300,000; Full time

Job summary

Jobtailor is seeking a senior Learning & Development leader to drive the CX training strategy across multiple countries. The role requires leading a blended learning team, coordinating with CX, operations, HR and product teams, and delivering end-to-end learning programs that improve customer experience and operational performance.

The candidate should be proficient in instructional design, eLearning development, and data-driven evaluation, with experience managing LMS and global training

Qualifications

• Proven experience leading training and development programs across distributed teams and time zones.
• Strong understanding of adult learning, blended learning, and virtual delivery.
• Experience with LMS, authoring tools, and data-driven evaluation of learning impact.

Responsibilities

• Lead CX training strategy for a multi-country audience.
• Manage and develop a distributed blended learning team.
• Oversee full learning lifecycle from needs analysis to continuous improvement.
• Set standards for learning design, facilitation quality, and accessibility.

Skills

Training Strategy Leadership

Instructional Design

ELearning Development

Stakeholder Management

Learning Management Systems

Education

Degree or equivalent in L&D / Education / HR / Business

Tools

Authoring Tools

Reporting Dashboards

Assessment Tools

Job description

• Lead the CX training strategy for a multi-country audience, aligning programmes with customer experience objectives, service quality, employee capability, and business outcomes
• Manage, coach, and develop a distributed blended learning team covering eLearning development, instructional design, facilitation, and live instruction
• Collaborate globally while prioritising the needs of the EMEA-APAC business and building operational synergy across groups
• Oversee the full learning lifecycle from needs analysis and design through delivery, evaluation, maintenance, governance, and continuous improvement
• Set standards for learning design, facilitation quality, engagement, accessibility, localisation, and consistency across digital and instructor-led training
• Partner with CX leaders, operations, HR, quality, product teams, and subject matter experts to identify capability gaps and convert business needs into learning solutions
• Prioritise the training roadmap, balancing regional requirements, global consistency, resource capacity, deadlines, and stakeholder expectations
• Ensure eLearning and live instruction are accurate, engaging, accessible, well-structured, and delivered consistently across platforms, countries, time zones, and learner groups
• Use learning data, feedback, assessment results, quality metrics, and business indicators to measure effectiveness and recommend improvements
• Monitor training quality and maintain course records, version control, attendance, completion data, and compliance requirements
• Support change initiatives with learning interventions for new tools, processes, products, behaviours, and customer experience standards
• Manage vendor relationships, production timelines, resource planning, training metrics, and leadership reporting
• Support global sales teams in promoting training seats and provide routine business briefings to improve engagement

Requirements

• Proven experience leading training, learning and development, customer experience enablement, or operational capability programmes across distributed teams, countries, cultures, languages, and time zones
• Strong understanding of adult learning, instructional design, blended learning, eLearning development, virtual delivery, and instructor-led facilitation
• Ability to lead both creative digital learning production and consistent, high-quality live instruction
• Strong stakeholder management, communication, coaching, planning, prioritisation, presentation, and project management skills
• Experience using learning management systems, authoring tools, assessments, reporting dashboards, training evaluation frameworks, and data to measure impact and guide decisions
• Customer-focused mindset with a strong understanding of how learning affects customer experience, service quality, and operational performance
• Degree or equivalent experience in learning and development, education, instructional design, human resources, business, customer experience, or a related discipline is desirable
• Experience with global or regional training operations, localisation, accessibility standards, and scalable learning governance is desirable
• Knowledge of the Enterprise Access Control industry, ideally with LenelS2 systems, is desirable
• Additional languages are beneficial

Core Competencies

Demonstrates expertise in leading training and development initiatives that enhance customer experience and operational performance across diverse teams and cultures. Proficient in instructional design, blended learning, and leveraging data to drive continuous improvement in learning solutions.

Highest-signal resume keywords

• Training Strategy Leadership
• Instructional Design
• ELearning Development
• Stakeholder Management
• Learning Management Systems

Hard Skills

• Adult Learning Principles
• Blended Learning
• Virtual Delivery
• Live Instruction
• Training Evaluation Frameworks
• Data Analysis
• Project Management
• Coaching
• Facilitation
• Needs Analysis

Soft Skills

• Communication
• Planning
• Prioritisation
• Presentation
• Collaboration

Industry Keywords

• Customer Experience
• Operational Capability
• Global Training Operations
• Localisation
• Accessibility Standards

Tools & Technologies

• Learning Management Systems
• Authoring Tools
• Reporting Dashboards
• Assessment Tools