Senior Director, Global Learning & Development

Position Summary

The Senior Director, Global Learning & Development (L&D) is responsible for leading the design, implementation, and execution of global training, education, and service excellence initiatives across Abercrombie & Kent Travel Group (AKTG). This role ensures consistent learning standards, brand alignment, and delivery of world‑class service training to enhance sales effectiveness, improve conversion, and elevate the client experience across all brands and markets.

• Design, implement, and maintain a global L&D framework aligned with AKTG’s strategic objectives and service standards.
• Partner with regional and functional leaders to identify learning priorities and ensure consistency across brands and markets.
• Develop and execute clear, concise, and engaging training manuals and supporting materials for global use across all AKTG brands.
• Create and oversee training curriculums, including onboarding, product knowledge, sales & service delivery, and leadership development programs.
• Design and implement train‑the‑trainer programs to build local capability and ensure consistent delivery of training across global teams.
• Collaborate with HR, Sales & Ops to ensure learning initiatives align with organizational goals and competencies.
• Lead and manage local and regional training teams, fostering a collaborative culture of learning & continuous improvement.
• Drive regular communication, feedback, and performance‑management processes to ensure delivery standards and consistency globally.
• Partner with the IT team and business leaders to integrate system knowledge and new technologies into training initiatives.
• Work closely with the IT department to gain deep understanding of AKTG systems and tools (including CRM, TS, and new platforms).
• Stay up‑to‑date on all new system features and ensure these are incorporated into global training programs and documentation.
• Oversee the creation and maintenance of centralized learning platforms and digital learning resources to enhance accessibility and engagement.
• Ensure training documentation and materials act as the single “source of truth” globally for all systems, service, and process standards.
• Support global alignment of AKTG service and sales standards through effective L&D programs.
• Implement and monitor training effectiveness via KPIs, assessments, and feedback.
• Work in partnership with Sales and DMC teams to continuously enhance the customer journey and identify areas for improvement.
• Own and manage the global FAM program for all internal educational trips, including design, communication, participant selection, logistics coordination, post‑trip evaluation, and reporting on ROI.
• Collaborate with DMC and Product teams to maximize destination and product knowledge opportunities through FAMs and training experiences.
• Establish and track measurable KPIs to evaluate learning impact, engagement, and performance outcomes.
• Provide regular reports and insights to senior leadership on training adoption, outcomes, and ROI.
• Identify and recommend continuous improvement opportunities across training methods, technology, and delivery.
• Oversee and manage the L&D budget including headcount planning and resource allocation across global teams.
• Maintain oversight of all FAM trip costs, ensuring accurate tracking, reporting & analysis of spend vs budget.
• Identify opportunities to optimize spend and enhance value while maintaining training quality and impact.

• Strong background in global learning & development, ideally within the luxury travel or hospitality sectors.
• Proven ability to develop training content, manuals, and materials across multiple markets.
• Demonstrated success managing global or regional L&D teams.
• Excellent collaboration skills with cross‑functional teams (Sales, Operations, Product, IT, HR, Marketing).
• Strong understanding of sales & customer service processes.
• High proficiency in technology systems with the ability to learn new systems quickly.
• Excellent written & verbal communication skills.
• Ability to manage multiple priorities in a fast‑paced, global environment.
• Adaptable, solution‑oriented, and able to work effectively…