Retail Learning & Development Manager

• Ensure teams develop strong product expertise across:
• Sales productivity

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

The Retail Learning & Development Manager is responsible for developing and delivering the global retail learning strategy across MSC Cruises and Explora Journeys.

The role ensures that all onboard retail teams have the knowledge, skills and service mindset required to deliver exceptional shopping experiences, achieve commercial objectives and represent leading luxury and premium brands with excellence.

Working closely with Retail Leadership, Category Managers, Visual Merchandising, Operations teams and brand partners, the role builds retail capabilities across all product categories, combining luxury service excellence, selling techniques, product expertise and commercial performance.

The position plays a critical role in transforming retail teams into confident brand ambassadors and high-performing sales professionals.

• Define and implement the global retail training strategy aligned with MSC Cruises and Explora Journeys brand positioning.
• Develop a structured learning journey covering onboarding, product knowledge, selling skills, service excellence and leadership development.
• Establish consistent retail standards across all vessels while adapting training to different retail environments and customer profiles.
• Create scalable training programs suitable for a global, multicultural retail organization.

• Develop training programs focused on luxury hospitality and customer experience excellence.
• Train retail teams on:
• Customer engagement and relationship building
• Luxury selling rituals
• Storytelling and emotional selling
• Clienteling techniques
• VIP guest experience
• Cross-selling and up-selling
• Handling objections and closing techniques
• Ensure retail teams understand the importance of personalization, service attitude and guest journey.

• Build category-specific training programs in collaboration with Category Managers and brand partners.
• Ensure teams develop strong product expertise across:
• Watches & Jewelry
• Fashion & Accessories
• Perfume & Cosmetics
• Duty Free categories
• Develop product storytelling capabilities including brand heritage, craftsmanship, innovation and key selling points.
• Support new product launches and brand introductions with dedicated training plans.

• Develop training programs connected to commercial objectives and retail KPIs.
• Train teams on understanding and improving:
• Conversion rate
• Average transaction value
• Units per transaction
• Sales productivity
• Category performance
• Customer engagement indicators
• Partner with Retail Operations to identify capability gaps and define improvement plans.
• Measure training effectiveness through business impact and performance improvements.

• Create engaging learning materials including:
• Training manuals
• Product guides
• Sales playbooks
• E-learning modules
• Videos and digital content
• Coaching tools
• Develop modern learning approaches adapted to a global mobile workforce.
• Continuously improve training content based on feedback and performance results.

• Promote a culture of continuous learning, curiosity and commercial excellence.
• Inspire teams to become passionate ambassadors of brands and products.
• Recognize and support high performers through development programs.
• Contribute to building a strong retail identity across MSC Cruises and Explora Journeys.

• 8+ years of experience in retail training, learning & development or retail excellence.
• Experience in luxury retail, premium retail, or travel retail environments.
• Proven experience designing and delivering sales and service training programs.
• Experience managing international and multicultural retail teams.
• Strong understanding of luxury customer experience and retail selling techniques.
• Experience working with luxury brands and product training programs is highly desirable.

• Strong understanding of luxury retail codes and customer experience excellence.
• Excellent facilitation, coaching and communication skills.
• Ability to inspire and engage frontline retail teams.
• Strong commercial mindset with understanding of retail KPIs and sales performance.
• Ability to translate business objectives into effective learning solutions.
• Strong project management and organizational…