Global Training Manager

The key responsibilities

• Initial Concentrix Training Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational environment across all locations. Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards. Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys.
• Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational environment across all locations.
• Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards.
• Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys.
• IKEA Training Governance Partner with IKEA training stakeholders to support the development of a consistent and scalable training approach across all countries. Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations. Monitor training effectiveness through assessments, certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities. Coordinate with local training teams to ensure training materials remain accurate and up to date, escalating content gaps or inconsistencies to the appropriate IKEA stakeholders. Oversee training readiness for new launches and ramp-ups, ensuring all required training resources, environments, and dependencies are identified and addressed proactively.
• Partner with IKEA training stakeholders to support the development of a consistent and scalable training approach across all countries.
• Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations.
• Monitor training effectiveness through assessments, certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities.