Learning & Development Partner

Overview

Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations.

Role Purpose

Reporting to the Head of People & Culture, the Learning & Development Partner will work in strong collaboration with the US based L&D Partner and the wider People & Culture team both within Scott Dunn and Flight Centre Travel Group. The L&D Partner will be accountable for designing and implementing strategic learning initiatives that drive organisational performance and business transformation across Scott Dunn's global operations.

This role will lead the development and delivery of sales training, change management support, sales excellence programmes, leadership capability building, and talent management strategy implementation across our Sales and Support teams globally.

A critical focus of this role is to drive continuous improvement and upskilling of our sales teams, ensuring Scott Dunn maintains competitive advantage in the luxury travel market through excellence in sales capability and guest service delivery.

The Learning & Development Partner will influence performance throughout the guest journey by combining the "why Scott Dunn?" messaging with key business metrics including team engagement scores, employee retention rates, 'Progression' readiness, guest NPS scores, conversion rates, and GP% across Scott Dunn's five global offices in London, San Diego, New York, Singapore and Hong Kong.

• Sales Excellence & Performance Development
• Design and deliver a comprehensive annual sales training plan in partnership with the L&D Partner, Head of People & Culture, and Regional Leaders, ensuring alignment with key business priorities and tailored for local markets
• Provide internal coaching support to sales teams, ensuring they have the necessary skills to provide expected levels of guest service and meet sales expectations
• Work closely with Sales Leaders (STM/SSMs) to ensure consistent training and coaching is provided to support new starters during their probation/trial period
• Ensure alignment with sales induction processes and methodology by collaborating with key stakeholders across all global offices
• Collaborate with the Sales Enablement Team to create resources focused on consultative selling, guest service excellence, and performance management
• Drive continuous improvement in sales delivery as a constant priority
• Track and analyse sales training effectiveness using conversion rates, GP%, NPS scores, and other relevant KPIs

• Continuous Improvement & Sales Upskilling
• Implement regular refresher training and skills updates to ensure consistent application of best practices and "Why Scott Dunn"
• Build capability in emerging sales channels and new destination knowledge as the business evolves
• Stay ahead of luxury travel industry trends and integrate relevant insights into upskilling programmes
• Measure the impact of upskilling initiatives on key business outcomes including conversion rates, average booking values, and guest satisfaction scores
• Celebrate and share success stories to motivate ongoing improvement and learning engagement
• Develop, enhance, and apply the current Sales Progression Framework, ensuring quality of promotion assessments and individual objective criteria
• Leverage existing programmes across Scott Dunn and Flight Centre Travel Group where appropriate
• Create career development pathways and support the existing succession planning tools to incorporate continuous upskilling across Scott Dunn globally
• Design high-potential employee development programmes with accelerated learning pathways
• Working with the L&D Partner based in the US, support individual development needs across our US, UK, and Asia offices

• Change Management Support
• Lead the implementation of new process rollouts across the business globally through targeted training interventions
• Design change adoption strategies that facilitate smooth transitions during organisational transformation
• Partner with stakeholders across all four global offices to assess training needs during periods of change
• Create communication and training materials that support change initiatives and drive engagement
• Measure and report on training effectiveness during change programmes
• Ensure training consistently engages and motivates teams to drive performance during transitions

• Leadership Development & Management Capability
• Leverage on existing FCTG material to implement a comprehensive leadership development strategy that supports both emerging and experienced leaders across Scott Dunn globally.
• Develop and deliver management fundamentals training covering people management, performance management, coaching conversations, difficult conversations, and team motivation
• Build leadership capability in strategic thinking, commercial…