Retail Training Manager

Marchesi1824 marks the Prada Group's entry into the world of Food & Beverage, enriching the Milanese tradition with the renowned Marchesi patisseries. These icons of history and culture are joined by Bar Luce and Ristorante Torre, exclusive spaces that blend art and gastronomy within the Fondazione Prada.

In our world, history and tradition intertwine with creativity and innovation, thanks to the talent and passion of our team, who contribute to creating a service of excellence and products of the highest quality. These essential elements ensure every experience is unique and unforgettable for our customers.

Job Purpose

The Training Manager will be responsible for designing and delivering the training and customer experience strategy across Marchesi 1824, both in Italy and internationally.

The role combines strategic vision with operational execution, with the goal of cultivating excellence in Client Services, Product, and People, while shaping a Customer Journey that reflects Prada Group values, tailored to the specificities of the F&B sector.

Responsibilities

Learning & Development

• Design and implement the retail training roadmap for all store roles.
• Develop and deliver induction, technical, and behavioral training, fostering a high-performance and service-oriented culture.
• Oversee training formats and tools, including classroom sessions, on-the-job learning, digital modules, and “Train the Trainer” programs.
• Evaluate training effectiveness through feedback, KPIs, and performance indicators.

Client Experience & Service Culture

• Define and enhance the Customer Journey, identifying key touchpoints and behaviors to ensure a consistently exceptional boutique experience.
• Translate Prada’s Group standard into the Marchesi context.
• Coach and support store teams in delivering service aligned with brand values and client expectations.

Product Knowledge & Storytelling

• Lead the development of product knowledge programs across all F&B categories.
• Support storytelling and engagement with the product, highlighting quality, craftsmanship, and heritage.
• Align training initiatives with seasonal launches, innovation, and commercial priorities.

International Support & Retail Expansion

• Support the rollout of training programs in international stores, ensuring consistency and local relevance.
• Contribute to store openings and key projects with dedicated training support and presence.
• Facilitate knowledge transfer, coaching and mentoring local trainers where applicable.

Knowledge and Skills

Solid experience in retail training, ideally in luxury F&B, high-end hospitality, or premium retail.

Strong ability to design and deliver learning content with a focus on client experience, team empowerment, and product excellence.

Passion for service rituals, customer culture, and brand storytelling.

Comfortable in both strategic planning and operational execution.

Excellent interpersonal, communication, and facilitation skills.

Fluent in Italian and English; other languages are a plus.

Willing to travel nationally and internationally.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.